Scorpio wrote:

> Thanks in advance, and sorry if this's a FAQ.

It probably is.

You can use MIMEDefang and have a filter_end routine something like
this:

if (lc($Sender) eq '<costumercare@company.com>') {
add_recipient('<magic-bcc-address@company.com>');
}

MIMEDefang is at http://www.mimedefang.org/

(However, you may want to look at a proper ticket-tracking system
like RT (http://www.bestpractical.com/rt) which provides many more
facilities above and beyond ad-hoc customer-response systems.)

Regards,

David.