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How to CC when replying to customer

Antonia Mavridou
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June 10, 2019

Hello everyone,

We are setting up our Ticketing system and we face the following issues.

When our customer sends an email and puts someone in CC, this person is added automatically in the field Request Participant. This is ok but when we reply back to the customer, the Request Participant accounts are added in the "To" field automatically. This causes confusion. How can we force the Request Participant field to by copied as CC in the Reply to Customer function?
Furthermore, how can we add someone in the CC field when replying to a customer?
Finally, when an Agent replies to a customer, the Agent’s name appears on the Sender field, whereas, the sender’s email is the helpdesk email that we have set up.
We would like the agent’s name *not* to appear anywhere in the email and only the support account to be displayed on the Sender’s field.

Could you please advise on the above-mentioned issues?



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