Hi,
If someone copies our helpdesk it is raised as a ticket and replies are added but the SLA's show badly as they wont show a reply until an agent replies so if a customer emails another person/department not on the helpdesk and copies in the help desk and that person then replies within 5 minutes but we on the helpdesk don't need to reply it will show as still unanswered.
Not sure on the best way to handle this other than have all our staff on the helpdesk (Too expensive) but maybe if we are in the CC and not To we can trigger differently in the workflows so a reply from the email it was sent to works as if it was an agent reply?
Thanks
Dan
