It would be really useful if we could reply to any incoming message on a ticket, for example:
Person 1 emails the service desk copying in Person 2, who the request is for.
Person 2 replies to add information
I can then only reply to Person 1 copying in Person 2, or forward Person 2's original reply back to Person 2 with my comments. this gets really messy when they reply multiple times as we can only forward back the first reply again.
It would be great if I could just reply to any incoming message on a ticket with the person who sent it as the primary recipient and the ability to copy in others.