Kristian Andrejewskis

We have a lot of customers who email multiple people within our business (agents and non agents) with an enquiry. This results in a lot of potential wasted time with double ups. To avoid this, we have a rule that whoever is in the "To" field is responsible for actioning, any one cc'd can ignore. We have found that with Zendesk, any emails we are cc'd into, is creating a ticket and swapping us into the "To" field and swapping the non agent into the cc field. This means that agents are seeing this as work to do, but the non agent is also seeing it as work to do. I've just been told by Zendesk support that is normal functionality.

We need to keep these fields as originally sent. (Yes we can and do ask customers not to cc, but customers do what they want)