Scenario - Client emails individual staff member with a question. Staff member CCs support@mycompany.com to begin tracking the conversation in Fresh Desk, but the email response content is for internal purposes. When I find the ticket in Fresh Desk, the client contacts have been added (I assume via the support@mycompany email in the CC field) despite them not being added in the CC field of the response email.
What is the most secure way to loop an email into Fresh Desk AND control who gets the email response, without Fresh Desk making that decision for me?
We have had success by forwarding the client emails straight to support@mycompany and responding to the client there to keep things clean, but in some instances that creates an extra step.