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Often an issue is reported and a ticket logged by a requester and CC’ed to other recipients but subsequently one of the recipients is the primary person with whom the discussion continues. It seems that the “To” field is immutable and is always to set to the nominated requester. I have got around this by responding directly to a recipient by email and copying the original requester but this doesn’t change the primary recipient for subsequent replies via the Freshdesk portal.

Is the solution to this simply to change the requester as the person who is directly being replied to changes?

Greetings @MatthewP. Thanks for contacting Freshworks community. 

As you have mentioned, the only method for replying to a particular user who is not the requester or in the CC will be to use the "edit ticket details" option and update the requester's email address to the CC email address. This will ensure that the primary email carried is the CC email.

 

 

Feel free to drop a message here for further queries. Thanks for your time :-)

 

Thank you.
Sujitha Dhanaseelan.
Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service.

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