[otrs] Create new ticket after the first response

I am very new to OTRS but running the system successfully. Sorry if this question answered but I couldn't find anything; my bad. I would like to generate/create the ticket once agent's first response to the inquiry. The reason because, our supporting levels are 2 & 3. We do not need to answer and create a ticket for every inquiry emailed by the customer to our support email address, unless it is genuine level 2 or level 3 issue. Right now every incoming mails to the support email will create a ticket. Sometimes customers are Cc: to the support email (which are not issue related) and it will generate tickets. Would it be possible to get this done? Please advice. Regards Hirantha