Ping Lu

I have to highlight this: In our case, changing a CC email address without user consent is not only a bug that is against the instinct of normal email users. it's a violation to data privacy and security.  It has caused our clients' distrust to us and may even lead to legal actions. 

This issue has been there for so long that I kinda lose confidence it can ever be fixed. Our agents have more or less accepted the fact with pain and always double check the primary email address of the requester before sending replies. However, it is still shocking to us that the issue also applies to CC. We used to think that only main requesters were affected until today.

Now it's a totally different story, as CCs can be added by end users who are not aware about the "smartness" of Zendesk and the automated email address switching. Since our clients are in the pharmaceutical industry and are super sensitive to information confidentiality, such issue may lead to very big consequences.

That's exactly what happened today. The CC email address was added by our client who had no idea that it was recorded in ZD as a secondary email address, and there was a primary email address not even belonging to their company. Our agent's reply ended up being delivered to another company, without awareness of our client or agent.  

Please, fix it, thank you very very much.