We recently upgraded to the new Followers and CC's experience, and while we like most of the new feature set, there is one glaring flaw that is a huge problem for us.
- If a person is CC'd on a ticket, and they haven't interacted with the ticket yet (by replying to an email), then if the Requester just hits the Reply button (instead of Reply All) on whatever email client they use, then all CCs get removed from that ticket.
This basically guarantees that people who were specifically chosen to be communicated with are going to miss key information.
Example Use Case -
- we work with enterprise customers, which have multiple locations (organizations) rolling up to a parent entity.
- We are taking the individual locations through an onboarding process, and the enterprise contact (our primary customer) is always CC'd so they are in the loop and can help the individual location as needed from the customer side.
- Just because they are not hitting Reply All, the end-user is not intending to remove their enterprise boss (in this case) from being CC’d on their response, but just replying to the ticket in the same way they always have
Tier 2 linked me the the KB article explaining how this feature works, but in that article, it is not clear at all that this is the result of upgrading to the new CCs. I think we're going to have to revert unless this is fixed immediately, which concerns me for the future, as I see a forced upgrade at some point.