There could be many reasons for you to change the contact person who created a ticket. One scenario could be when there is a new incharge taking care of the support request. That means, a new set of contact details to go with the ticket.
In a continued effort to fine tune our user interface, we have moved the Change Contact option to the brand new Actions menu. You can find it at the top right corner, right next to Jump to last response.
As soon as you click on Change Contact, you’ll be prompted to look up for the right person from the contacts list. Helpful auto suggestions will start showing up to speed up the process. Click on the name of the contact you would like to be associated with the ticket and it’ll be changed instantly.
If you scroll down and check the activity log, all the responses from the customer will now show up in the name of the new contact. Going forward, all your responses will also be sent to the email address of the new contact as well.