Here is our scenario: We have a Support department that handles all incoming tickets. We also have a Shipping department that does not handle incoming tickets, but sometimes they need to send an email to a customer to clarify their order (eg. shipping address).

The problem is, that whenever our Shipping department opens a new ticket and sends it to the customer (and marks it as Waiting), the customer reply gets assigned to an agent within our Support department. Our Shipping department never gets notified of the response, unless the agent reassigns the ticket to the Shipping department.  This reassignment doesn't always work, because often the customer will just reply something like "all is good", and the Support agent simply closes the ticket.

Is there some way to mark the outgoing ticket so that the reply always goes back to the agent that sent the ticket, even if they are not accepting tickets? Or is there some other way to make this scenario work?