Your freshdesk account has a primary focus on a ticketing system which brings in the emails coming to your support mailbox into the freshdesk portal. 


When a customer writes to your support email address - configured under Admin-->Emails, using the forwarding rule set-up in your support mailbox, the email would come into Freshdesk as a "new ticket."


The Subject of the Email would be made the Ticket Subject and the content of the email would be converted to Ticket Description. The email address from which this email was sent (Customer Email Address) would be made the Requester Email Address of that particular ticket.