Hi,
We had an issue today where a support ticket was responded to via email alone (no one checked the RT site for the ticket). The result was that a lot of people where CC’d on the support response that we didn’t want to see that response.
Is there a way to either tell from the email support ticket that there are additional CCs on the ticket so we can go to the RT site and adjust them before responding?
OR
Is there a way to prevent requestor email CCs being added to the ticket in the first place?
Kind regards,
Tom