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Service Desk display CC on outgoing Mails

Currently in our service deks if there is a ticket opened by mail where another person was in cc the person in cc is mentioned in the ticket as request participants. so far so good.

Now if our service desk sends out an update via the ticket both of them get a seperate mail but they don't see that the other one got a mail too.

This led to some confusion in the past for some colleagues who get a lot of notificiations.

Means: Mr A sends a Mail to our Service Desk with Mr. T in CC. Now the service desk sends an update with "Dear Mr. A..." which is sent to both of them, but Mr. T does not see that Mr. A also got this Mail.


Long story short: is there a way to send these notification mails in this format:


"To: Mr. A

CC: Mr. T

Subject: Ticket xy


Dear Mr.A,"?


so that both see that they both got this mail.

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