It would be great if an agent could decide to respond to a ticket while changing the email address of the recipient user. It is currently possible to forward a ticket to another email address, but there is no record of it in the ticket's history.  Thank you for your attention!

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Comments (1)

Andreas Hügin
In addition: If the recipient sends a reply it should be visible in the ticket's message list too. Currently a reply is treated as a new ticket.

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