Can envelope icon by an email address field open system email client instead of user's email client?

We are deriving the Caller's email address from the User record on to the Incident form. An envelope icon appears next to the field. When you click the icon, it open's the current user's email client (e.g. Outlook). We have also enabled the email client on the Incident table, and an envelope icon appears in the form header - if you click on this icon, it opens the Service-now email client.

Is it possible for the icon by the Caller's email address to also open the Service-now email client rather than the current user's client? The issue is that emails sent using the user's email client will have their From address, and any replies will go to them rather than being captured and added to the Incident.

The alternative is to remove the icon from the Caller's email address field - I found a script elsewhere on the forum which will remove the envelope icons, but unfortunately this also removes the icon in the form header. If anyone has an enhanced version of this script, I would be grateful if you could share it with me.

Brian Broadhurst