I am a customer. I sent an email to A, B and C.
In the next email I removed participant B from the email. Participant B doesn't get an email but when the team replies from freshdesk the participant B doesn't get removed. He also gets an update. This causing us a lot of headaches.
Spoke with FD who stated that it was a known issue and that if the first email is sent from the customer with people in the ‘to’ and ‘cc’ field and then it is followed up with a second email with some of those people removed then when our agents reply to that email all the original recipients are included.
Anyone else have this?