So we have a MSP service provider, let's call it - WG

we have the site called - WG IT

support email address in email server - support@wg.com

I'm adding a new Client - Lada, with support email lada@wg.com that is an alias for support@wg.com

this client has a general site - Lada Svoboda, and second site - Lada Rodnik

So the test is, from my mail account, I'm creating a request and send it to lada@wg.com

By design, as I understand, my request should processed by SDP MSP and should be registered in Lada, Lada Svoboda. But MSP registered in WG IT, why? What I did wrong? 

Our clients didn't use there own mail server, they use free like gmail or hotmail email accounts.