Open the reply email To: field for editing (change recipient and add multiple recipients)

You don’t want to use the forward and/or the CC when e-mailing to someone else then the customer?
If it’s the wrong customer it’s better to change the customer on the ticket. 

Thank you, Daniel!

I appreciate your suggestion. I am in higher ed., which may be a non-standard use case for Freshdesk. Adjusting the contact, forwarding, or including a CC all seem like work arounds for a lacking core function. Please consider the following additional thoughts. (I’m open to correction if I have a misunderstanding of the options):

• CONTACT: We wouldn’t want to change the Contact, just have a third party non-agent speak into the issue. Changing the ticket contact technically works, but unnecessarily complicates the communication process as we would need to change it back again later for accurate analytics.
• FORWARDING: If I understand correctly, forwarding does not allow a third party non-agent to speak into an issue within the email string (just as a private note in the ticket).
• CC: Adding the recipient as a CC is also an inferior option because it is imprecise. We would want the recipient to know they are intended to receive the email and respond. Some staff even deprioritize email they are Cc’d on vs email they are a direct recipient of (To:).

In past ticket solutions the ticket contact was maintained independently from the email recipient allowing for free adjustments to each email communication. Editing the To: field directly would add efficiency to ticket management and aid accurate analysis later.

Another issue we face is delivering email to multiple recipients. If we send a message out to multiple users we would like to include them all in the To: field.