Often an issue is reported and a ticket logged by a requester and CC’ed to other recipients but subsequently one of the recipients is the primary person with whom the discussion continues. It seems that the “To” field is immutable and is always to set to the nominated requester. I have got around this by responding directly to a recipient by email and copying the original requester but this doesn’t change the primary recipient for subsequent replies via the Freshdesk portal.

Is the solution to this simply to change the requester as the person who is directly being replied to changes?