We have many cases in which the requester sends their email with someone else in CC. Due to an internal security policy, we need to remove the CC'd person from CC when replying to the requester. However, to do so, we need to remove the person(s) from CC, submit the ticket, then write our reply and submit the ticket again to have the email sent only to the requester.
As all our agents are used to email applications, it is difficult to adapt to the process of submitting the ticket without the CCs before writing the reply and we often forget this extra step, which results in sometimes not following the correct internal security processes.
I want to mention that changing the trigger that sends the replies is not an option (only to have Zendesk send the email to the requester, not including the CC'd users). We need to send the reply to everyone involved in the conversation excluding the situations in which we need to CC them, which is a decision made at ticket level.
Does anyone else have this issue? What workaround are you applying? Is there something that can be done so we can remove the CC'd people and send the reply at once?
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