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Edit and remove entries from the CC field when replying to a customer

Related products:Freshdesk
  • February 26, 2013
  • 12 replies
  • 152 views
S
Contributor

We have clients making a habit of ccing many people in their support cases, sometimes cc'ing our internal staff and account reps.


Also, sometimes someone will cc to an address like john@our_client.com . When it gets to their email server and into Outlook.. it figures out that job@our_client.com is one of their own email addresses and it tidies it up with the display name - for example "John Smith <john@our_client.com>"  . Then when this comes back to Freshdesk - it does not recognise this as the same address and now I have both john@our_client.com and "John Smith <john@our_client.com>"


Overtime, the Freshdesk builds up a heap of cc and everytime when I edit them out - they are back in there the next time.


I dont want support tickets cc'd to everyone all the time. We need to be able to edit these out and have them stick.


THanks

12 replies

D
Community Debut
  • dave_10328
  • Community Debut
  • March 18, 2013

I am going to "third" this request.  I am tired of unintentionally releasing confidential customer data to a third party because someone unintentionally merged a ticket (which Freshdesk does not allow you to un-merge) or a vendor copied someone they should not have copied.   Every basic email client I have ever used since the dawn of time has had a REPLY and a REPLY ALL.    





I
Community Debut
  • info_10472
  • Community Debut
  • March 19, 2013

Yes I add a Fourth.  Please allow removal of the CC email address from the ticket.

R
Community Debut
  • rwalmsley
  • Community Debut
  • April 4, 2013
+1 = Just signed up and a client is copying staff accounts unneccessarily, and worse still, copied a 3rd party support desk who promptly sent an AutoResponder to which we sent an auto-responder!

When we replied to the ticket we got another auto-responder from the 3rd party ticket system. Crazy! As Admin I should be able to edit any fields relating to any ticket, but I'd like my team to be able to do the same as well.
S
Contributor
  • selleckj
  • Author
  • Contributor
  • July 31, 2013

I raised a ticket about cc's being duplicated - which is now fixed. In the response from Freshdesk - I was told...


When a requestor adds a CC while submitting a ticket, it gets copied to all the conversations in that particular ticket which is a default behaviour in Freshdesk and it is not an issue. If want to remove an unwanted CC while replying to a ticket, you have to manually do it.

 

I am happy to do it manually - but I want it to stay removed.


I am sure there is a view that the person raising the support ticket should get to choose who they cc and all of those should be cc'd - but I dont want external clients cc'ing other staff in the company and every reply from then on cc's all our internal staff unnecessarily.


K
Community Debut
  • katy
  • Community Debut
  • November 22, 2013

This would especially be helpful if I just want to remove 1 CC, but keep the others. As it is now, I have to remember to remove that one CC every single time I reply to the ticket, no matter how long the life of the ticket is. Lots of opportunities to forget.

J
Community Debut
  • jmvaz
  • Community Debut
  • November 11, 2015

There is no solution for tis?

aravind.sundararajan
Skilled Expert
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Hello Folks,


Years back, we had worked upon different scenarios for handling CC'd emails on a ticket and that also led to the birth of the CC email notifications . Let me try addressing the two requirements discussed here when it comes to handling of CC'd emails on a ticket.


1. Ability to remove CC'd users while replying to a ticket - The agent can remove one or multiple users from the CC email list at the time of constructing a reply . This will make sure that the user is no longer a part of the thread.


2. CC'd users removed from a reply should stay removed while constructing the next reply - Removing an user from the CC email list in the reply , removes them from the ticket.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
S
Contributor
  • selleckj
  • Author
  • Contributor
  • April 6, 2018

Just confirming - part 2 you mentioned is now a new bug in the Mint interface - see my ticket 2360619

J
Community Debut

yes, I am finding the same issue, when a CC is removed, it is there again new reply. please fix asap.


J
Contributor

I am not in Mint and the issue is still happening where removing a cc'd user doesn't persist on additional replies. This is extremely problematic.

S
Contributor
  • selleckj
  • Author
  • Contributor
  • July 23, 2018

Fixed - Tested today July 23 2018


aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Thanks for confirming the fix, @James. With our latest release (release notes), we've handled this case on the Mint interface.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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