improvement 'Reply to all' option

[Guest Paul Alexander]

Is there a setting where I can get ANY email which is opened from a ticket and responded to, to also include the email address associated with the mailbox which is associated with the service that the ticket is logged under please?

We've had a few occasions where analysts have opened an email from a request, and then responded to that email, but have forgotten to add the mailbox address, so the request itself is not updated. 

Having either a 'reply to all' option on ALL emails, or have emails default to sending to the mailbox address when opened from a request would make this a lot easier.

thanks.....