Receive emails by CC - no difference with a standard ticket

ppcm

Hello everyone,

Sometimes, we receive emails by CC
We can't see the difference between a standard ticket and a ticket by CC
The only way I found is to take a look in the email headers, but we can't ask that to operators...

Is there an easy way to make the difference?
(other than don't add the support to CC ;-) )

Thanks for your help

KevinTheJedi

ppcm

You’ve explained the only ways. There is no difference between it being in the To vs CC. In the end the email winds up in the mailbox and gets fetched and processed as a normal email.

Cheers.

ppcm

Yes but a CC mail is for information and don't need an answer and the priority could be lowered
Other thing, the support is not at the starting of the exchange and the CC arrive after, and it could make some disappointment for the support if the try to look for the start of the discussion and they don't find anything...

Is there a way to make the difference?

KevinTheJedi

ppcm

You can always modify the code to your liking. When modifying the codebase you are always on your own as you are deviating from core. You will proceed at your own risk. Good luck!

Cheers.