In some cases, you need to change the client that sent the message, for example:
To change a client in the ticket card, click on the gear wheel in the client's profile, select another client and click «Save».
To choose a client, use the search to enter the name or e-mail address in the corresponding field (partially or completely). If you do not see the desired client in the list, select «New client» in the list and add his name and e-mail.
The client profile will be updated, and the reply will be sent to the current client.