Does anyone have a good solution to this scenario please?

1. Customer A opens a ticket
2. Our support agent replies
3. Customer A forwards our reply to their colleague Customer B
4. Customer B replies and CC’s our support email
5. Customer B’s reply is added to the existing ticket, but Customer B’s email address is NOT added
6. We reply to the ticket update, but Customer B never gets that reply.  It is only sent to Customer A.

Better options might be to either not add Customer B’s reply to the existing ticket and instead create a new ticket with Customer B as the requester OR, add Customer B’s reply AND Customer B’s email to the ticket.  The problem with the default Freshdesk behaviour lies in adding of the email to the ticket but not it’s sender’s address.

Are there any Freshdesk users out there with clever solutions to this please?