When creating a ticket, add the ability to cc: someone else.
Also, include a summary of the ticket in the email.
Thank you for the suggestion. We can do this today - You can:
a) Send a ticket to firstname.lastname@example.org and cc the desired contacts - they will all be cc'd when the reply is posted. or
b) You can login to our support portal (help.pinpointe.com) and when you create a ticket, you have the option to cc other contacts.
Each ticket response includes the link to the full online ticket history.
In addition - we can mark all email addresses for a given domain to be in the same company so that if multiple contacts in your company login or check ticket status - they will see all tickets generated by your company. (I have set this up for your company too)