Answered

Auto updated CC email addreses?

Could you please help me with below problem with CC email addreses?

For example:

1. I just receive a new email (message no 1) to our support address and also CC for few customer addresses.

2. I reply to this ticket (message no 2)

3. Customer while replying (message no 3) added few more email addresses in CC

4. So, if I want to reply to customer - there is only email addresses from CC of message no 1. I would like to have auto updated and see email addresses in CC from last message.



Could you please advise if it is possible?


Best Answer

Hello Tomasz,


The default behaviour is that if the user is added in the CC of the reply, the email address would be carried over to the agent response window. It is expected that new users are added in the CC as the email is always directed to the helpdesk. 


There are couple of scenarios wherein the CC addresses would get removed in the subsequent agent reply. 


1. Agent manually clears the CC window for a reply ( If he/she tries to send another reply, it would not contain any CC addresses)


2. One of the users copied in the email intentionally removes an email address and sends a response. In that case, the removed user will no longer be a part of the ticket conversation unless the agent or the user adds him/her again.


Cheers!


Hello Tomasz,


Thanks a lot for posting this on our community forums. By default, the CC from the last messages are automatically copied on to the agent's reply. 


In this case, ideally it should populate all the email addresses that were added by the customer. I'll drop you an separate email to troubleshoot this issue further.


Cheers!





Hello,


I just check once again, and you have right. It is works when the original requester will add someone in CC. But if requester will add someone to field To:, then this is missing. The same is if someone from CC will reply to ticket and will add someone to CC or To: .

Answer

Hello Tomasz,


The default behaviour is that if the user is added in the CC of the reply, the email address would be carried over to the agent response window. It is expected that new users are added in the CC as the email is always directed to the helpdesk. 


There are couple of scenarios wherein the CC addresses would get removed in the subsequent agent reply. 


1. Agent manually clears the CC window for a reply ( If he/she tries to send another reply, it would not contain any CC addresses)


2. One of the users copied in the email intentionally removes an email address and sends a response. In that case, the removed user will no longer be a part of the ticket conversation unless the agent or the user adds him/her again.


Cheers!

Login or Signup to post a comment