Zalary Young

We would also love to be able to remove CCs from tickets based on triggers or even an API call.  

Our business case is that often we reply to users via email, either if the answer is quick and easy or if it's urgent, just to say we're looking into it.  According to our help ticket #352547 when we reply via email we are not yet assigned, so the responding agent is automatically cc-ed.  I have a trigger that assigns tickets to the first responding email agent, but apparently this happens after the cc is already added.   I would love to be able to add a trigger that removes the cc address of agent currently assigned - so at least I/we don't get double email notifications of user replies as well as notification of our own replies.