Is it possible that Edit mode appears directly when the technician clicks on the tickets which has the mode as "Email or Web Form" ? The reason is that all these tickets are generated with a ticket number whenever an email is fetched or sent via web-form. But when the technician clicks on it, the ticket is opened with the message from the user without any proper classification of the ticket and we have to click manually on "EDIT" again to modify the changes and then save it again. Instead if the edit mode appears directly for the system created tickets, it would be more helpful in capturing the accurate information. 

Thank you