Add an internal employee's email address who is the CSM to a customer user segment to view their tickets in the ticket portal

essentially we want to know if we can add an internal employee’s email address to a segment so that they can access the ticket portal (in most cases it would be a CSMs email address we would want to add so that they have visibility into all of the tickets their customer opened in the ticket portal). Based on our own testing it appears if i add a funnel.io email address i can also see all other tickets opened up by funnel colleagues in intercom (we have a lot of CSMs forwarding emails to our support@company.com email inbox which routes to intercom. Is it possible to include an internal user in a customer segment but not make other tickets opened up by other internal employees visible to our customer using the ticket portal