Email Forwarding is an easy-to-use feature that only has one prerequisite; the Support person that is being emailed must be defined as a Technician in the Atera Portal. 

The feature works in the following situation:

When an end customer sends an email directly to the Support person and the Support person then forwards that email to the primary support email address, the email is converted into a ticket in the Atera portal under the end customer's name.

Another option is if the end customer sends an email directly to the Support person and cc's the Support address, then the email is automatically converted into a ticket in the Atera portal under the end customer's name.  

Note: Currently, this functionality works only if your email client (Outlook/Gmail etc) is in English. Using other languages will not enforce the above mechanism and the technician will be assigned as the ticket's contact in the console.