Often we run into an issue where a technician does not have the ability to reply to the requester. They are provided with the 'Forward Request' or 'Resend' options:

This seems to occur in two circumstances:

- another technician, then assigned, is cc'd on a request. The technician replies which creates a new ticket. This ticket is then merged to the original which creates the broken conversation

- multiple technicians may work on the ticket and be assigned a task through its lifecycle. If one technician replies back to the requester, the next assigned tech does not have an option to reply

I was hoping the 'Share Request' feature could help prevent cc'ing of technicians/requesters but it does not appear to show notifications on a requester response. 

Is anyone seeing this behaviour and how do you manage it?