Forwarding emails sent to individual techs to open a ticket

Hello,

We are new to Zendesk and trying to get fully up and running. Many of our techs are contacted through their work email individually by clients rather than using our support@ address.

Is there a way the tech can forward the email to our Zendesk support email to open a ticket on behalf of the client? I thought we had a trigger for this but it isn't working. Equally interested if someone from Zendesk could provide onboarding support in regard to this.

It is not feasible to set all emails sent to the tech to be auto-forwarded to our support@ address.

Thank you for your help!