We have a situation where some replies to tickets (via email) are required to be forwarded to a third party.
Unfortunately, there are 2 companies we deal with and they both have very similar email addresses, and as the agents forward the ticket it autocompletes the email address, if not careful it can go to the wrong company.
The emails are
Is there a way I can override the internally stored emails such that we can get the agents to type:
to bring up the addresses rather than the auto-complete email that the system picks?