Tickets received from a requester by a helpdesk person on its email and forwarded to Redmine Helpdesk are allocated on the forwarder email and cannot be reallocated on the original requester in order to have a correct statistic and to be able to answer from within Redmine Helpdesk to the original requester. It should be possible to allocate on original requester email the ticket or on another customer and to use that requester/customer email for communication, In addition, to be able to forward the ticket to another email and to include the ticket content (not only the notes) will be a value added facility of Redmine Helpdesk.
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A requester does not use Redmine but it sends an email directly to one of our support people (Paul Smith in your example). The Support Person (Paul Smith ) sends from his email the ticket in Redmine. In this case, the requester in Redmine become the Support Person (Paul Smith) that have sent the ticket in Redmine, while the actual requester is the initial person that sent the request to our Support Person (Paul Smith ). We need to replace the requester registered in the ticket (in your example Paul Smith) with the original requester in order to properly allocate the tickets by actual requesters. There is a normal procedure when you have Helpdesk activities.