I have to say the new CC experience is certainly giving us some headaches. The most recent being that if an end user hits reply instead of reply all (and they weren't the requester), then their comment comes through as an internal comment and the requester and anyone else CCd on the ticket doesn't get their comment.
This has led to confusion where the requester is waiting for someone to add their comments on to a ticket, but never sees them so assumes the comments haven't been added.
Given we have no control of how an end user uses their email client - I think this new "feature" is just bad. At the very least there should be an option to control its behavior.
On a side note - I thought the new CC experience was going to give us the chance to CC end users using triggers (ie: primary account contact at the client), but no - still not possible. I'm stuck using my JSON workaround.
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