Communications: Customer Reply vs Tech

Our ticket workflow is to communicate with the ticket creator through email (in our case outlook) when the “listening” email is still CC’d it does update the ticket with anyone emailing in that chain, however there is no feature for the site to differentiate what is a true Customer Reply or not. So if the system can tell what customer the contact is in by email, why can’t it tell what tech is emailing?

When a registered tech responds through email without using the internal “email” it still sees that as a customer reply. Is there a way or could there be a way to have the ticket consider an email from a registered tech to be classified as a response. We are seeing where our average “First Response” metric is hours old but realistically we are emailing them back through outlook to troubleshoot and communicate, then use the ticket system for notes.