It is possible for a tech to update tickets using a specially formatted subject line.
I think this may help you; I believe if a tech were to modify the subject to set the Ticket, Action, and Reassign fields, that might work
Here is an example subject line with samples of all the changeable things:
Ticket:1532 Action:TechUpdate Hidden:NO Status:Pending EmailClient:NO Reassign:firstname.lastname@example.org MinutesWorked:30 BillingRate:Standard
Thanks for the tip. Tried to use the “REASSIGN” tag in a test
ticket, and got the following. I’ve confirmed the address in the [email
address] section matches exactly what shows as the primary email in the tech
Account Info page.
Your request to reassign Ticket 10718 could not be completed due to the following
E-mail address " [email
address’]” could not be found in the tech database.
Subject: Ticket:10718 Action:TechUpdate Hidden:NO Status: EmailClient:YES
Reassign: [email address] MinutesWorked:
Date: Mon Aug 22 14:51:15 EDT 2016