How to combine the ticket system and regular mail

Question

Email

Good afternoon!
There is a ticket system (regular from WHMCS billing), where applications are created both through special. form, and from letters to certain boxes (the so-called "piping"). But there is a problem - how to write letters (outgoing, not related to applications)?
For example, I want to write to Vasya or Tom (partner) our proposal or question, but I can only create an application for him, or send a single letter (by answering which Vasya or Tom will create an application).
On the one hand, the application is good, because if one person processes it, another will no longer have to spend time on it (in the case of a single mailbox, from where each employee picks up mail, everyone has to process / read all letters).
On the other hand, it’s somehow strange - to create applications for partners too ... it just doesn’t fit in my head. A separate problem is foreigners, for whom they will have to add the English version of the text (additional paragraph) to the notification letter about the response to the application, and their Russian will probably be all in tights, which is ugly and not solid ...
In general , and time I want to save money (one sorted out the mail - saved the time for others), and I want to find an elegant solution ...
Now there is only this idea: for clients, leave the mail from which applications are created (piping), and for outgoing letters, create a separate mail and suffer , sorting out letters from her by the whole team ...
Maybe you can tell me something better?

Answer 1

you can create an alias for the mailbox with requests and send on behalf of the alias, and if the client responds, resolve the mail rules (by the "to" field), for example, to a separate folder or redirect to the ticket system without sending notifications (creating a special marked ticket)