we have recently adopted Zendesk Support into our organisation.
We are experiencing an annoying behaviour that I don't undertsand how to solve. There is a specific ticket on which it happens at every new update, but I cannot replicate on other test tickets. This is probably due to the fact I have not fully understood why this happens.
Ticket has been generated by the email channel (firstname.lastname@example.org).
Email is sent from an end customer to the direct email address of the responsible of the customer service (email@example.com) with the ticketing email in CC (firstname.lastname@example.org) and the sales person (email@example.com) in CC.
The responsible of the customer service (firstname.lastname@example.org) is an Administrator in Zendesk Support.
The sales person (email@example.com) is an end customer in Zendesk Support.
When the responsible of the customer service answer to the end customer email using his own email (not the ticketing, he does not usually use the ticketing), keeping in CC the ticketing email and the sales person, the sales person receive a duplicate notification.
One is the very email from the responsible of the customer service.
The other is an update notification from the ticketing system.
Just to anticipate what may be your first question, I confirm that the sales person is not a follower of the ticket. He cannot be anyway as he is just only an end user and with our configuration only agents can be added as a follower.
Any ideas to help me figure out why this may happen?
Of course I am available for any further detail
Thanks a lot for your support
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