Referencing tickets in outside emails

[bauhsoj]

We thought it would be handy to try putting related ticket IDs into the subjects of external emails going to associated companies so we could automatically consolidate responses from outside with what we are researching for our customers. Quite unfortunately I noticed that instead of labeling their responses "Third Party" so our customers can't see their responses, that eSupport is labeling them "User" so now our customer's can apparently also see those responses.

Any way we can get this to stop so that all external emails not from the support staff and not from the customer, appear as "third party" so only the staff can see those responses?