You might have noticed that from older versions of Kayako Classic, when replying to a ticket, the user 'To' field contains the name along with their email address. However, on version 4.93.16, the 'To' field contains only the name and the email address is no longer being displayed. This article provides the answer to this concern.
We are sorry to inform you that the feature you are looking for is no longer available. We have conveyed the information to our product team already.
As a workaround, if you want to see the email address of the user or creator, you may check the ticket properties by clicking the Edit button at the top.
Scroll down to the ticket properties section and you will see the Creator's email address: