How to change the recipient
Open the ticket
Find “Contact Information” on the right and click on the 3 dots beside the name
Click on “Change Contact”
Enter the email of the new contact and click “Change”. The recipient is always a single contact, but you can also add a CC or BCC recipients.
How to add or change CC or BCC recipient
Open the ticket
Click on the reply button
Click on CC/BCC above the reply message
Add CC or BCC contacts to the fields