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Hello everyone.I need help solving a problem we are having in Brazil.We currently have several support emails within Freshdesk and when a client of mine sends us an email and puts more than one TO: in the response within Freshdesk, it deletes the other TO and only considers the first one.Has anyone had this problem and managed to find a solution?

Oi Felipe. Tudo joia?

 

But what is the problem or issue exactly? Do you need to keep all the support emails? Are you referring to the initial email automatically sent? It should keep the other ones and when an agent replies, all of the original CC should be there.

Or is it something else?

Either way, you may try submitting a support case instead:

https://support.freshdesk.com/

You can chat, call, email and login and use the form to submit a case.

 

Regards,

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