Option to hide "reply" on email-generated tickets with multiple people in the recipient/CC fields

Feature requests
1

  1. What is your original issue/pain point you want to solve?
    For email replies to always be sent to everyone included as direct or CC recipient.

  2. Which are one or two concrete situations where this problem hurts the most?
    When our agents do not spot that multiple people are involved in the email that generated the ticket, and only reply to the individual who sent the email to us.

  3. Why is it not solvable with the Zammad standard?
    The feature I am requesting is currently not there.

Your Zammad environment:

  • Average concurrent agent count: 10
  • Average tickets a day: 50
  • What roles/people are involved: Agents & customers
2

Huh? I have trouble understanding the problem. Like with email clients, you can use ‚reply‘ and ‚reply all‘ if the article has several recipients. What‘s the exact problem? I seem to slip it.

3

Right, so I am looking for the reply option to simply be hidden when more than one recipient is present. Thus ensuring that we are always replying to everyone on the email thread.