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Email CC bug - people in CC gets dropped when agent replies

B
Contributor

 

Hi.


We've got an issue where a user will create a ticket with several people on CC.

When our agent replies, some of the CC:ed people are lost.


Please see the attached screenshot.

And no, the agent has not changed the CC field.


This is critical to us and our clients.

screenshot2019-01-31at16.37.29_38745.png
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    B
    Contributor
    • bgh
    • Contributor
    • February 12, 2019

    Several days and no response.


    This issue is critical for communication with our clients

    aravind.sundararajan
    Skilled Expert
    Forum|alt.badge.img+12

    Sorry about this, Bgh. Do you see this occurring frequently on tickets or does it happen to only a specific agent?


    Is there a pattern to this issue so that we can quickly debug where it went wrong?


    Cheers!

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    B
    Contributor
    • bgh
    • Contributor
    • February 12, 2019

    The issue is not limited to a specific agent or a group of agent.


    We've not seen any pattern to this issue, only that it seems to happen more frequently if there are a lot of people on CC.


    S
    Contributor
    • sphillips
    • Contributor
    • February 21, 2019

    +1 to this. 


    • Agent adds a response /w CC to the ticket in platform
    • CCd person responds via email and ticket is updated
    • Agent replies to the ticket and the CC is lost

    P
    Community Debut
    Forum|alt.badge.img

    We started getting reports of the same thing a few weeks ago.  I've been able to reproduce the problem based on the steps Shelby Phillips posted.

    S
    Contributor
    • sphillips
    • Contributor
    • May 15, 2019

    Any updates here from FreshDesk? We have provided clear steps and other users have duplicated. 

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