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We are having a pretty serious issue happening.
If a customer E-Mails us with other people CC'ed... when ST converts the E-Mail to a ticket, it responds ONLY to the ticket originator. It does not send the "Auto Response" to all the E-Mail recipients.
Problem is that then one of the CC'ed people replies-to-all on the original E-Mail (which doesn't have the ticket ID on it), it then prompts ST to create a new ticket. Then another one of the CC'ed individuals does the same, causing yet another ticket, etc...
Shouldn't ST be sending the "Auto Response" to ALL the E-Mail addresses on the originally sent E-Mail so that replies from anyone of them add to the correct ticket?
Ben Santiardo, Senior Programmer Analyst
Eastern Suffolk BOCES