Most users submit a ticket to the help desk my mailing our help email address. A few users, however, directly email members of the helpdesk. We forward the email so that we can track and manage the ticket.
The ticket gets created with the user as the primary contact. Unfortunately, the support user’s email get included as a cc. When I edit the ticket, there is no way to remove the cc field. So, everytime we reply to the ticket, we have to manually remove the cc field each time.
