Every so often you'll run into a situation where a customer will email your personal work address versus going through the typical support channels to submit a ticket. At this point you might want to respond from within the Admin Console versus your personal email OR you're not available to respond and you want another agent to handle the ticket.
Previously, if you forwarded the email into your support email address, the newly created ticket would show as though it came from you. The agent that responds would essentially just be responding to you versus the original sender. Now you'll be able to change the To address to the correct recipient and after you send the message, the contact for the ticket will update to the person you responded to.
You'll now notice a "change contact" link next to the To address as well as in the Contact field!
After clicking (change contact), simply enter in the new address and send your reply!