Emails to a shared mailbox does not add Sender details to a new request

[Izu]

A user has identified that emails sent to a Hornbill shared mailbox is received successfully but it does not have the sender's details which is required when creating a new request.

[Steve Giller]

Is this a user who is registered on your system and using the same email that is associated to their name?

I believe you allow unregistered customers to raise requests from emails, if the customer is not registered then the system will have no details available to add to the Request.

If the customer is a registered user then you might want to raise a Support Request for this.