Problem : Whenever we use our custom Form or a PHP Form, Ticket gets submitted under our own Email. Our Agents have to manually change the FROM Email by editing the Ticket and REPLY to the USERs.
Solution : Freshdesk checks the FROM Email in each Ticket and sets it as Requester. But in some cases, when the FROM Email is set as 'noreply@' , Freshdesk looks for the REPLY TO Address and this REPLY TO Address is set as Requester Email.
So, configure your Custom Form to use FROM Email as 'noreply@' and set REPLY TO as your Customers Email. Once done, Ticket will be created under the Customers Name/Email itself