Hello, we are having a problem handling notifications in Odoo v11 Enterprise.

The problems is that to not flood our users emails with a lot of notifications, they use the preference option to handle notifications in Odoo, but when they submit a ticket to the support team for our own business, the notifications gets to Odoo and they can't answer it because of the access rights provided to their users.

My question is then: ¿Is there a way to bypass this preference so that every ticket is worked through email (excluding helpdesk executives)?, if not, is there any solutions that someone could recommend us?

Thanks beforehand!