Replies sent to system adresses

[aph]

I have the following situation:
Tickets should arrive into a queue via IMAP. I will call this queue 'base queue'. The tickets will then be qualified, where the team checks whether a requested change is technically feasible and moves it to the relevant queue if it is. I will call these queues specialized queues. Agents who handle tickets in specialized queues will process the ticket and exchange information with customers. The specilized queues each have their own e-mail addresses which, I assume, are used when sending mails to the customer as 'from address'.

Now my question is: if the customer replies to an e-mail sent from a specialized queue where would these replies land since the fetching of e-mails via IMAP is only configured for the e-mail address of the base queue.

Furthermore, I want to avoid that the change requests are directly sent to the specialized queues once the e-mail addresses of these queues is known to customers, but instead I want that *new* requests always land in the 'base queue' even if the e-mail was sent to the address of a specialized queue. At the same time, I want that if a ticket is in process in a specialized queue the customer replies land in these specialized queues and not in the base queue.

How can I achieve this? What happens to *new* mails sent directly to the e-mail addresses of specialized queues, if fetching mail is not configured for these addresses?

[aph]

Any ideas on this one?

[crythias]

Un ticketed email goes to a PostMaster default queue. Otherwise it ends where it is.

[aph]

Thanks