A customer reported a technical error, so I forwarded the error on to our engineering team through our support email address, which is linked to Zendesk. The customer then received in email form all further dialogue from the engineering team, even though she was not copied on it. This is a very serious issue, as we did not realize it was all being copied to the customer for a while. How was she being copied on emails, and how can I prevent this from ever happenng again?
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