Additional people in the 'TO' Box removed from the ticket after creation

HelpDesk
1

Hi

Search came up empty, When end-users email itsupport but include other end-users in the 'TO' field they get removed but should be added to the ticket as CC. Would this be classed as a feature request or is it a config option I'm clearly blind to?

Thanks

2

Hello Paul! This behaviour is by design. The message can contain multiple addresses in the 'To' field that are not bound with each other, for example in the case of e-mail campaign. If HelpDesk added those to CC, it would create a mess. Thus, to add some contact to CC of the ticket, it should be specified as CC in the initial e-mail message.

3

Makes sense, thanks for the reply!