Hi Stefan,
If I understand your request, you want a copy of every email sent to customers by staff to be copied to a single static email address. If this is correct, it's a very simple job with osTicket. I just downloaded the latest version and made the change myself to confirm the solution.
If you're looking for something different, just let me know and I can make it happen too.
If you accept my bid I can send the updated file within minutes of your acceptance, its all ready to go.
Regards,
John