We have support@owncompnay.com email address on which our customer sends email to create a ticket. One of our customers wants to open a ticket by sending an email to his Itsupport@abc.com email address. When i apply redirect rule on mail box itsupport@abd.com then it forward an email to support@owncompnay.com but does not open the ticket. However, if agent replies to that email and in response to that ticket requestor reply again then it creates a ticket.