From and To email addresses in tickets
Having a From: email address and to: email(s) in ticket can help greatly since there are many examples this is needed. See Attached pic.
1. one big problem is a if an agent open a ticket for a customer and adds the customers email in there the ticket gets open with the text the agent added but no on can see what email exactly received the ticket open email.
2. many times having this can help to find out who sent the email to who in case multiple departments are enabled and different mail aliases that point to one address..
3. when replying to a ticket this can help easily see who will get the reply.