Allow 'Additional Contacts' to Open & Reply to Support Tickets
The ability for 'additional contacts' to be able to open and reply to support tickets is an essential feature of a support system. It is very common for different contacts to open support tickets while CCing others to keep them informed.
Currently, only the primary contact gets notified and can reply to the ticket. The CC'd contacts only receive the original email, and when the support team replies, the response is only emailed to the primary contact.
This feature would not only appease clients with larger teams, but also help avoid support ticket confusion (and ultimately more work for you) while creating a superior support system experience.