Desk Not Creating Ticket From Email With Two 'From' Addresses

Desk Not Creating Ticket From Email With Two 'From' Addresses

I have a situation where a specific customer sends us an email to our support@ address but Desk isn't receiving and/or processing just that customer's email. Anyone else sending to support@ works as expected. The only thing different about these emails, from others we receive, is that it is sent from the customer's automated PO generation system. This system is somehow creating an email that appears to be coming from two different email addresses - in the same email. The email header shows two different "from" addresses. I am guessing that it is confusing the Desk system and therefore not being processed into a ticket. 

Can someone confirm that this would be the case, and if so, is there any possible solution?

The header of the email looks something like this (names & personal emails changed):

From: "Gabriela Smith (gsmith@biotechnic.com)" <system@sent-via.netsuite.com>  
Subject: PO-038460293
Date: November 16, 2023 at 5:44:28 PM EST



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