I would suggest to implement a address book or better a link to the company outlook. Also once a tickets is forwarded the TicketID should be added to the email automatically.
Reason: we do forward incoming message / tickets via the button "forward" to other users in our global acting company. All email-addresses have to be inserted manually. It would be great to have some sort of self learning address book like thunderbird or even better a link to the company outlook. Also the ticketID should be added automatically to assign answers automatically to the forwarded ticket in livezilla.