Our customers email our techs directly with problems, we can reply to there email and cc our ticket@company.com and it adds all people on the ticket but the techs email is the primary and not the customer, we can change it once the ticket is open. Is there a way to have osticket see the email is from our tech's email and strip it and make the other cc'd person the primary email opening it?
Open new ticket by email striping techs email from reply
Don't have the Agent open the ticket via email.
Open it manually.
Or have the agent put the email directly into the inbox of one of the emails that the ticket system checks.