Not add a particular CC user to recipient list

[trashbox]

How can we stop a particular user from being added to the CC recipient list of any ticket?

For example, customers send mail to info@ourdomain.com, sales@ourdomain.com, tech@ourdomain.com, someone@hisdomain.com.

It creates a ticket with the sender info@ourdomain.com which is fine, but adds sales@ourdomain.com (not fine), tech@ourdomain.com (not fine) and someone@hisdomain.com (fine).

When we reply, Kayako replies to all these recipients, unless we delete sales@ourdomain.com and tech@ourdomain.com from the CC recipients list.

We could activate the option not to add any Cc users to the recipients list, but that would prevent someone@hisdomain.com from being added which is not the intention.

[Dewak]

Hi, I know it's annoying to remove all those CC recipients from a ticket manually because you have to go to the Edit tab, remove the CC, wait for the page to reload and then go back again.

We developed a modification called Ticket Recipients Modification that allows you to easily select which CC, BCC recipients will be included while posting a reply with a simple click on a checkbox.

I suggest you to visit our online store and take a look at this modification at Ticket Recipients Modification

If you have further questions or comments please do not hesitate to contact me.