How to create a new request in this senario

How to create a new request in this senario

HI

Okay so one service desk support group (group a)  gets an email and it creates the request for them. They need help with the request so they forward it to another support groupb. The other support group(b) does not get a request created because service desk is reading the metadata from the email and adding it back to the conversation for groupa. Group B never knows that the request was forwarded to them.

How do I fix this so that groupa can forward a request to groupb and a request will be created on groupb?

Thanks!