- When clicking on “reply” to an email, the contacts in cc are removed which is not helping our agents to work effectively. We'd like Freshworks to build in the function “Reply to all”, adding automatically the cc'd emails while still being able to manually edit/remove the recipients if needed.
- Also, if another email contact (B) responds in a ticket attributed to one contact (A), clicking on respond will only address the email to A and no longer to B (the original requester). Freshdesk should allow to address contact B/the latest sender when clicking on “reply” even if it is not the orginal sender and/or to change the recipient manually.
New Idea
CC functionality: Add all cc'd emails when replying and allow editing of recipients
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