Currently, if multiple people are CC'd on a ticket, the only way to identify who sent an email response to the ticket is to hover over the mail icon and subtract all the recipients of the that response till you figure out who isn't on that list but was sent an email from the ticket previously (hopefully you can follow that). The "Updated by" field in the ticket comments just says "customer-reply".

I propose making that field provide more information when a customer responds to a ticket.

Additionally, it would be awesome if there was a way to view the original email formatting. Sometimes, when the formatting is stripped out, the text left over is really messy to sift through.