Reassign ticket requester to first CCed contact for triage

Your tickets sometimes list an internal agent as requester, hiding the true customer and delaying outreach. Agents reach the right person quickly, restoring customer contact within minutes.

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Overview

Tickets opened or updated by internal agents can hide the true customer contact and stall outreach. This flow flips the requester to the first external CCed contact so support ops and agents contact the real customer within minutes, cutting handoff delays and improving first-response quality.