Hello,

We are experiencing an issue, where an agent goes to reply to a ticket and the CC field does not populate correctly based off the last reply. So instead of the CC field only containing people from the last reply, it will populate people who were on the thread earlier but were removed in recent replies. 

I know when an agent replies, the To line will always be the requester of the ticket and that the CC field will auto populate based on the people included in the ticket/replies. 

These tickets usually have multiple external contacts responding to the thread, which they are not aways responding to the latest message and not always replying to the same people (to/cc). Different responses can be From different people, To different people, and CC different people, while replying to different messages in a thread. I think they may be whats causing the CC field to not populate correctly.

This is a big issue for our IR team, as they are responding as agents and have wrongfully sent replies/information to clients because they were auto populated in the CC field of the reply, when they shouldn't have been. The expected behavior of FreshDesk is to auto populate the CC field based on the last reply, like email, which has not been the case in a lot of these instances.

I know an agent can manually remove/add people in the CC, but that is not a feasible fix, as they would have to compare each reply. Really, they just want the agent reply to auto populate from the last reply, no matter who its from (requester/contact/agent).

Has anyone else experienced a similar issue? Whats your recommendation for a solution, workaround, etc. I can provide further info, if needed.

Thanks,

Dylan (FS/FD SME)