Add placeholder fields for Ticket Owner Email and CC List

Every month or two I get a message like this from a customer:

Thought you'd want to know:  It looks like some of your replies are going just to me, rather than to everybody on the CC list

They base this on the fact that only their address shows up in their email.  I get this question often enough that I have a canned response:

When you respond to an email from our support portal (xxx@yyyy.zzz), the response goes back to the portal, which in turn will send it out to everyone else on the ticket.

The email you receive doesn't show all the recipients for two reasons:
1)  It would be too easy to reply to them and not to the portal -- which would result in parts of the conversation not being captured on the ticket. 
2)  If you did a reply all, everyone would get two copies of the message -- one from directly from you (via the CC list), and one from the portal.

At the moment, the only way to see the recipient list is to log into the portal and look at the ticket, but I have requested that we add an ability to view the recipient list in the body of the ticket.

With placeholders for the owner and CC list (and possibly the BCC list, though I am unlikely to use that), I could automatically display the recipient list in the footer of my response -- at least, when I respond from the portal.  If I didn’t want the list to always show, I could create a canned response with those fields and insert it when requested.  I could also (though this is convoluted)

• create a “show recipient” checkbox as a ticket field
• use an email command (e.g. @SimonSez) to set it
• create an automation flagged to that field change to send an email containing the recipient list, and then change the field back again.

Thanks,

-- Phil