If an admin opens a support ticket, it would be great to specify which additional contacts (if any) receive the notification 'ticket opened'. Along with the request would be the option to not notify the main contact for the account if the admin chooses to do so.

One idea would be to type in the Account Name in the current search field and then all contacts on the account (with access to support) are listed with a checkbox next to each. Anyone with a check next their name would receive the 'ticket opened' email.