Last updated: 2018-12-17

Source: https://support.freshdesk.com/support/solutions/articles/235519-is-there-an-option-to-add-more-than-one-email-address-in-to-when-replying-

Since we map the 'To' address based on the requester of the ticket and because there can only be one requester for a ticket, you will not be able to add more than one email address in the 'To' field. You can however add the email addresses in the CC field.