I'm not sure if this has been asked or I'm not able to search for the correct phrase.
I'm trying to figure out in v1.18 if its possible to have the Agent replies CC'd or BCC'd to the rest of the team when they reply in the Web interface. I did experiment with adding the Team to the collaborators field but that generated a bunch of duplicate emails (besides giving out our real emails to the users).
Example:
User sends in email.
Agent A picks up ticket and asks a question (from this point it looks like Agent A and User are the only ones who get the message and continue on).
What I'd like to happen is when Agent A replies, the comment goes to Agent B-Z(team) but not so the User sees the agent list (which seems to happen in the collab field addition). This would also include the status of the ticket (Open, Closed, etc. should the status change during the working of the ticket). I was able to the system to send the User reply to our Agents but still can't figure out the Agent side.
Sometimes our Jr. Agents say things not quite correct and it's good for the Sr. Agents to be able to see the replies (before the angry masses come to our door demanding Agent A's head). Or if the agent is out sick the other staff members could be aware of the issue so far by reading the messages without having to open the ticket and play catch up reading while the user is waiting.
