Including CC on email reply

Alan Rice

We have a query from our customers where they would like be able to see the people who were originally CC'd on their support for all replies.

From my use of the system and reading some of the answer here, it appears, CC people get added as Request Participants, and all Request Participants get replies but they only see their own e-mail address i.e. there is no CC of other participants. They each get a reply individually.

Am I correct in the above, and is it possible to have support replies to sent using To: field to the original sender and then CC to the remaining participants?

Brant Schroeder

@Alan Rice You are correct that they will not see who else is on the issue except for the original email.  They can see who is on the issue in the customer portal though.