[otrs] Email to ticket, but NOT from customer, from queue address

I want to create an email to a customer outside of OTRS, but using the email address associated with a queue that contains the customer's ticket. I want to CC the queue so that the correspondence is included in the OTRS database, but when I do this, I get a Follow-up! Notification because OTRS thinks that my email to the customer is a customer reply. Make sense? This must be possible to do, right? How can the email I send to OTRS appear in the history as a SYSTEM or AGENT message? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com