Ability to send emails to third parties or different users without having to create a separate ticket or include the original requester in the email thread. It is not practical to change the requester every time we need to communicate with someone other than the person who logged the ticket.

Additionally, it would be beneficial to have the option to choose whether outbound emails include the entire email chain. Currently, we often have to temporarily change the requester to obtain approval and then revert it back, but this results in the entire email chain between the approver and us being included in any future communication with the requestor, which is not ideal.

Furthermore, I would prefer if responses to a ticket are not automatically forwarded to the requester. While there should be an option to do so, it should not happen automatically as most of the time the requester does not need to see the responses.