Reply all for all mails with someone in CC

Feature requests
1

Title: Reply all for all mails with someone in CC

  1. What is your original issue/pain point you want to solve?
  • Customer in CC does not get information, if agent sending a request to our helpdesk and an other agent is answering.
  1. Which are one or two concrete situations where this problem hurts the most?
  • If an agent is sending an mail to helpdesk with somone else in CC, the reply all button is not visible
  1. Why is it not solvable with the Zammad standard?
  1. What is your expectation/what do you want to achieve?
  • It should be no condition, if someone is in CC, the reply all button should be visible.

If there is any more useful information, feel free to share it all (e.g.: mockup screenshots, if something is UI related, or the API URL/documentation URL for a service you need a connection to).
See Multiple email recipients and reply to them

Your Zammad environment:

  • Average concurrent agent count: 8
  • Average tickets a day: 10
  • What roles/people are involved:

Anything else which you think is useful to understand your use case:

Thank you and have fun.

1 Like
2

That sounds like a technical question / usage issue.
The agent is forwarding the mail in question without the user being in CC, correct?

3

Hello,

not really.
On exaomple:
An agent A sends to helpdesk because he need permissions / support from soneone in Helpdesk and add his supervisor in CC.
Then there is no reply all function.
If an other agent is wrting back “it’s done” - the supervisor is not notified.

1 Like