Not knowing who is included on email responses

RT Users
1

Hi Everyone,
We noticed something in the way RT handles the sending of emails that I want to see if anyone else has noticed and if so, how you handled it.

We noticed that if you add several requestors to a ticket, when the emails go out, all the recipients are listed on the email. When responding, people would then know who all is getting the responses.

But if you list someone as a CC on a ticket, no one knows who else is on the ticket. Then when they respond they have no idea who it is going to.

Has anyone else noticed this and if so, how did you handle it? I could see this leading to issues if someone makes some negative comments about another person not knowing they were included on the ticket.

Thanks in advance.
Bob

2

Hey there,

I asked something similar the other week and got a few replies. I haven’t had time to test any of them but they might be of help to you :slight_smile:

3

Thanks for the reply.