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Ticket response not piped

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Client A reaches out to us on behalf of someone at their org because they would like to be able to have Gmail fetch their messages from our server. 
Simple enough, except this person only has a forward to Gmail, and not a POP account. They were included in the ticket (CC) as the forwarding address "user@theorg.tld", which went to Gmail. They respond using Gmail, but the ticket didn't add the reply. It's in the server logs, all done right, but WHMCS didn't see that the Gmail address was valid to include, I assume, and simply discarded it. 
This is not good. Seriously not good, in fact.
There are no logs in WHMCS that mention this that I can find (might have missed them?).
Also not good. 

So, things vanish. I'm using pipe to pull mail into the desk currently. Is there any way to log missing things like this, or maybe some conditional that "I hate this email for the desk and ticket, and rather than simply ignore it and tell no one, it's being sent to a backup email address instead" thing?

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