You may need to edit ticket details if you are merging tickets or if you want to change the email for the sender or the headline of a ticket.
Make sure to have the ticket open and click on the three dots and select edit ticket details
You can then edit the contact, headline and subject. When changing the contact, you most likely will have to add the contact 
Add new contact:
If you are having troubles with a name, just use the name that is shown on our end when they email us. If they have an online account, you can also use the name from their accountl
