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?
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.
Makes sense, thanks for the reply!