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Registration of the incorrect Reporter

Hello, we are having some problem in one of our Service Project. 

We have a group email address (Gmail) for our Customer Service in which we have inserted the email address of the Jira project so that emails that are sent to the group address are redirected to the Jira project and on which they can be processed.The problem is that for some customers, and some emails of these (not all), when the email is registered on the project the Reporter indicated is not the customer who sent the email but the group email of our Customer Service. This makes it impossible for us to deal with emails on Jira because we don't have the right reporter and we can't have a conversation with him.
Has anyone encountered the same problem?

I want to underline that this happens only for some customers and some mails, in other cases instead the redirected mail arrives on the project board with the right reporter. 

Thanks in advance

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