Ilker Sen

To expand on this request, a common scenario is: Customer sends direct email to agent/light-agent.  When that email is forwarded by agent/light-agent, ZenDesk creates the ticket and sets the requester to the original sender (if agent fwd option is enabled), which is great. However, the CCs on the original email are not retained on the ticket. Worse is that there is no indication that there were CCs to begin with. The only way to know there were CCs is to view the original email. 

There are no problems with CCs when customers send email to support@. Only when direct emails are forwarded, the CCs are lost. "View original email" is the only way to see them, however it's not feasible to check the original email for CCs on every ticket.

A much needed feature improvement on agent forwards is:
- Capture CCs in forwarded emails.