A kind of basic feature that seem to be missing is 'Forward to...' where a ticket details should be fully forwarded to an external email address. Currently it seems that the only way is to 'Reply' to a new address, but it seems kind of wrong approach. Forwarding would be useful also in Rules and Actions.
I agree that Forwarding can easily be misused, especially internally when the ticket should be assigned to another agent.
Complete We've implemented this suggestion!