Hi, I’m trying freshdesk and trying to implement it at our company.
I have several agents who can access the support email and most of the time they CC the support email when answering a client so that we can all keep track of what is being sent.
Will this create a new ticket everytime the support email is CCed?
Is there a way to create a rule saying when X, Y and Z send emails to support email do not create a new ticket?