Can't limit CC list

We plan to use Confluence for our internal wiki and are looking for a support-ticket solution. I recommended Jira, but my colleagues already nixed it (I'm new). This is why:

"When support@example.com mail goes to it, it'll create an internal CC list.  Anytime someone replies, even trimming the CC list in their email, the support system forwards to all CC's it knows about. So if we try to reply internally only or the customer wants to just reply to us and not other people CC'd, everyone gets a copy."

Is this true? Is there no way to disable reply-to-everyone?

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I'm not sure what's this "CC" list. I have not heard any native function of JIRA that have this "CC" list. If they can explain more on what JIRA setup they have experienced, maybe we can explain what is happening.

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