+8We have had instances where a 3rd party originally cc:d on a ticket does not need to continue on that ticket’s thread. Yes, the Agent can remove that CC while replying but it pops back on the next time they reply and it is very easy to forget to do so.
I’d love to see a way for the Agent to deliberately edit the list of addresses being pulled onto the CC line so that it adjusts the cc list for all future replies on that ticket.
Seconded. Our users have a habit of CC’ing agents’ direct addresses which can lead to confusion on who is working on tickets. Not to mention the double or triple email notifications when new tickets are in the queue.
Just adding more weight to this request
Agents can forget about editing the cc: list - before hitting the send button
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