I'm also interested in this. It's probably the main thing that will prevent me from purchasing Smarter Track

This has been changed in the latest release to be reply all.

Unfortunately this causes issues for our environment as our team heads want it to be only Reply and not Reply All. While I am agree with the default should be Reply All for the reasons listed above, our business processes better fit using only Reply.

I would love to see this as a configurable option just like the Ticket Reply/Reply All option in the settings.

Patrick,

The problem is not in replying manually to the ticket. The problem is responses to an INITIAL E-Mail where the OP CCed other individuals and those individuals are responding back to the ticketing system without the Ticket # in it. This causes duplicate tickets to be created.

So I am sorry, but your reply is to something completely different.

Let me clarify. (Sorry I didn't proof my original message and I'm even confused as to what I was saying.)

Your original request stated: "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."

Here is the change they made in "Build 7265 (Nov 22, 2019)" located in change log https://www.smartertools.com/smartertrack/release-notes/current

Our problem is that a "Reply" instead of "Reply All" fits our business needs better. I think that a configurable option should be used for this behavior so we can have a choice.

Patrick,

Now I understand, and yes, I agree with you. Any time you can make it a configurable option, that is always best. This way you can have a default way of behavior, that can be overridden should the user care to do so. Sorry, I misunderstood your previous post, I thought you were referring to replying manually to tickets.