This new CC and Followers system is causing us some grief. When we @mention someone on an internal note we want the system to ONLY add that person as a follower and not add them to the CC. (there is zero need for the customer to know all the people we have mentioned in internal notes). What we have been seeing happen is that customers will reply tot he agent directly (and omit the zendesk email) and thus creating replies that are not being funneled back into the system correctly.
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