David Karlton

We'd absolutely love the option to remove CC's through a trigger. Currently, we trigger emails to our developers whenever the support staff wants to escalate a given ticket. Our developers insist on being able to interact with the support staff *only* via email, and not have to use the web portal. When they reply via email, however, it automatically adds the developers as CC's to the tickets. (Note that if they *did* reply via the web portal, there would be no CC added.)

So, either a way to specify (through the REST API?) that "I am replying privately to this ticket, and I don't want to be added to CC", or a way to specify a trigger internally to remove the automated CC, would be fantastic.