We definitely need some enhancements on the recipient functions of the tickets. The recipient lists can sometimes get very messy. If our agents also don't pay attention to the individual recipients when replying to such tickets then the conversation gets further messed up.

One very crucial feature is presenting us with an option to automatically open the recipient list when replying to tickets or simply reading them so that the responder can always be aware of the complete recipient list. This option should be context aware where it would be triggered when there is more than one recipient in the correspondence and also it should lock the "Send" button based on a customizable amount of recipients so that the responder must take a look at the recipients and check a box before being able to send the reply. For example if there are 3 recipients then :

1) Hide the recipient list

2) Lock the "Send" button

3) Force the users to open the recipient list

4) Force the user to check a box in the recipient list

5) Unlock the "Send" button

This would force the agents to open and check the recipient list and also make them liable of the outgoing message.

I'm not sure if hiding the recipient list is the proper method to enforce the agents to check the recipient list. The recipient list should in some way be brought to their attention.