1. Open the ticket. In the case of some support tickets, you will need to change the customer name and email
2. Click the three dots next to the "Delete" button at the top of the page
3. Click "Edit ticket details"
4. Click the name under "Contact", type to search for the name you would like to enter
5. If the name populates, click it. If not, click "Add", then type in the name and email as it appears in the ticket
6. Click "Save"
7. To answer the ticket now, click "Reply" as you would normally