We use 11.1 Build 11104

 in requests we have this mail icon which shows how many replies has been added to the request. I am (technician / Admin) replying via outlook not ME ServiceDesk and because of that, number just increases and stays red. If it would be just me, I would take that column off but because it is helpful for my colleagues to see if the request is waiting or in progress I need to find out how do I change it into gray or green without replying from within ME application. Can I do it via settings or? ME does not recognize my email (If I start new ticket via email it does)