Hi, I have a question about an email workflow. I’m wondering if anyone can help me or tell me how you handle this scenario.
For example, an incoming email in the incident reports queue that has two people in cc generates a ticket. I reply to it, and the customer replies back, removing one of the CCs from the conversation since they shouldn’t be included from that point on. I don’t realize that they’ve been removed, and RTIR keeps them in the “People” field because it initially adds them automatically. From there, they can be sent to the next reply via script or manually because RTIR doesn’t check whether they should be removed or not.
How do you handle these situations? Any ideas?
Any suggestions are welcome.
Thank you very much!