Relates to: https://support.freshdesk.com/support/discussions/topics/18815/page/3?url_locale=
#1 Customer emails support and adds a CC of a Colleague, a freshdesk ticket gets created.
#2 CC'd Colleague replies to the ticket stating that Customer has chronic halitosis, removing Customer email address, expecting that they won't see the reply.
#6 FreshDesk cheerfully adds a public note to the ticket and sends a notification that a new note has been added to her ticket.
#7 Customer is reminded of her chronic halitosis, and becomes offended by Colleagues opinion of her personal hygiene.
#8 Colleague is mortified as usually removing an email address from an email means that the email isn't sent to that address.
The default behaviour when removing an email address from an email is that it won't be sent to the removed address, so this is a fair expectation of Freshdesk to behave the same. How can this be rectified?
