I propose a critical enhancement: the ability to forward emails from tickets to other internal departments or external entities without modifying the original ticket content or requester information. This functionality is vital in scenarios where individuals beyond the original requester need to be engaged for resolution, such as liaising with a key account manager or arranging new hardware purchases.

The absence of this basic yet essential feature in a service desk environment is a significant oversight. Its implementation would greatly streamline communication processes, ensuring efficient and effective resolution of tickets that require broader collaboration.