We're currently using the canned trigger to notify the group of a new ticket. It works great except when an agent replies all, it CCs all of the agents on the ticket, thus sending the other agents into notification overload. I removed the "email group" action and replaced it with a separate "email user" action for each agent in the group, which is a working but messy option, and obviously has to be updated any time agents in the group change.
I don't want to blacklist the agents from being CC'd because there are some instances where this would be needed. Is there a better option for preventing replies-all to the group notification from adding everyone as a CC to the ticket?
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