We've consistently noticed an issue with tickets submitted via email and containing cc'd recipients. If a customer submits a ticket via email and cc's someone using a specific email format, replying from within Freshdesk will create two separate cc'd recipients.
How to reproduce:
- Send a message to your Freshdesk monitored mailbox and enter the following text into the cc box:
"User, Test" <user@domain.com> - Hit the "Reply" button from within Freshdesk.
- --> You'll see two recipients in the cc box.
I've attached a screenshot.
