We are an independent school and parents are our customers. Often a faculty/staff member will receive an email from a parent and forward it to the help desk. When I reply to this type of help ticket, the message body is addressed to the faculty/staff member instead of the parent. In addition, the owner of the ticket is the faculty/staff member and the parent is CCed.
I’d prefer to have the parent be the owner and the faculty/staff member be the CC. This might also take care of the Dear <faculty/staff> problem too.
