Email Users users directly from the ticket while appending the email as a comment
We all have users who ignore the notifications and are more responsive when they receive an email from an actual person.
Currently the user's email address is listed in ticket and clicking on it opens up you local mail client (Outlook and etc).
From there i can email the user as i typically would, but that email never makes it to the actual ticket and is never documented unless i manually copy/past it myself.
Having the ability to click on that user's email address and email window pop up that would allow me to send that user an email (as myself) and append that email to the ticket would save time and improve communication