Samet Ozgen

Scott Tynan 

If the customer is added to the ticket because they genuinely need to receive information, I agree with you. However, partners often add customers even when they are not expected to receive information or have no interest in following the process.

The point we are trying to highlight here is not about giving a "professional response." It’s about preventing technical and security-related information from mistakenly reaching the customer. These responses could even be macros that we have specifically created.

I wanted to clarify this because you mentioned, "As a customer, I expect the representative assisting me to be professional enough to communicate in a way that is appropriate for the entire audience."

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

We have a structure where tickets are created via email. When responding to incoming tickets, we can use "reply-all," but we also want the option to choose "reply" instead. By default, we don’t want emails to go to those in the CC field.

The requesters are usually our business partners, and they sometimes add the end user’s email address to the CC field. If our representatives reply without noticing this and include information the end user shouldn’t see, it can cause issues

What problem do you see this solving? (1-2 sentences)

This will help prevent situations where end users or individuals in the CC field receive information that should not be shared with them.
 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

Our representatives miss this situation several times a week and end up sending an email that includes links, files, or technical information that the end user should not see. Since the email reaches the end user in the CC field, this creates issues.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Currently, the only thing we can do is to rely on our representatives not making mistakes and remind them to manually remove the CC recipients before replying to the email.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

The best solution would be to have both the Reply and Reply-All options visible directly on the screen when responding to a ticket. This was available in the two different ticket systems we used previously. In that case, our representatives would always choose the Reply button by default and only use Reply-All if necessary.

By default, a ticket sends a "reply to all." Is there an option to choose just "reply" instead? I couldn't find it exactly.