We often deal with tickets where multiple contacts from the organization are included on the original email / ticket. During correspondence, it is not unusual for some of those who were originally cc’d on the ticket to respond to the thread.

We use the “Agent Reply Template” to automatically fill in the {{ticket.requester.firstname}} which doesn’t always correspond to the person that we are replying to. The default “To” email remains locked to the original sender’s email address as well.

Is there a way to use a placeholder for the contact / sender’s name instead of the requester name?

For example, if john@customer.com emails a question and copies susan@customer.com. When an agent responds, the {{ticket.requester.firstname}} would correspond to John. 

Later, if Susan replies to the thread, and an agent responds to her latest email, {{ticket.requester.firstname}} would again correspond to John, not Susan.

This added “friction” means either the response from the agent is oddly addressed or requires the agent to remember to modify the auto-inserted text. What would be ideal is something like {{ticket.sender.firstname}} or something similar so that when replying to the email from Susan we address the response automatically to Susan and when responding to an email from John on the same ticket we address the response automatically to John.

Can this be done?