Reply To All overloads my helpdesk

chelsel · **Reply To All overloads my helpdesk -** 09-02-2007, 07:49 PM

I have a very active helpdesk and a lot of customers use "Reply To All"... this results in the helpdesk email address being added to the cc list. Then, when I reply (and close a ticket) the ticket is reopened because the helpdesk is sent a copy of the reply... argh...

It's a lot of work to keep deleting the incorrect cc addresses. Is there anyway to ignore cc addresses that match the helpdesk queue in use? Or even less sophisticated, how about a way to just add email addresses to ignore for cc purposes?

Thanks,
Cliff.

Hermelin · 09-02-2007, 09:27 PM

I think you can add your own address as banned, but I've never tested this.

Anne

Mahesh Slaria · 10-02-2007, 07:36 AM

Hi,

You can disable "Auto Add CC Users as CC Recipients" from Admin CP -> Settings -> Tickets -> Parser Settings. This will resolve your issue.

Thanks.

Regards,

chelsel · 10-02-2007, 02:25 PM

I considered this option, but then I remove a valuable feature of the helpdesk...

I will try the address ban approach but that doesn't seem like the 'right' way to do it.

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Hermelin Offline Member Posts: 46 Join Date: Nov 2006 Location: Germany	09-02-2007, 09:27 PM I think you can add your own address as banned, but I've never tested this. Anne Using e-support 3.20.02 for internal support

Mahesh Slaria Offline Member Posts: 183 Join Date: Jul 2006	10-02-2007, 07:36 AM Hi, You can disable "Auto Add CC Users as CC Recipients" from Admin CP -> Settings -> Tickets -> Parser Settings. This will resolve your issue. Thanks. Regards,

chelsel Offline Member Posts: 138 Join Date: Apr 2006	10-02-2007, 02:25 PM I considered this option, but then I remove a valuable feature of the helpdesk... I will try the address ban approach but that doesn't seem like the 'right' way to do it.