Good morning, I'd be happy to provide some guidance on these queries!
1. With our company policy, we need to copy the email to the same email account, i tried to input the same email account address into CC filed, but failed. Anyone can help? <-- First, it is not necessary to CC your helpdesk address on responses, as these responses are already recorded in the SmarterTrack database. If you need a copy of all of this email I recommend setting up a shadow-copy/BCC at the email server level which will copy all email sent/received via the account into another account.
2. Can we delete the old email when reply the ticket? <-- There is no current functionality in SmarterTrack that allows deletion of the original message when a reply is completed. You can definitely disable "Leave on Server" within your POP account configuration though, this will delete the email itself from the mailbox once it has been created as a ticket.
3. I need to send out the maintenance email to all customer, what is the length limitation in the TO,CC and BCC field? <-- The TO field is limited to 256 characters as we use the TO field to reference tickets based on who created them. The CC and BCC fields are technically unlimited, and we recommend using these fields instead when sending to multiple recipients.
Please let me know if you have any follow-up questions on this. Have a great day!
Kyle Kerst
System/Network Administrator
SmarterTools Inc.
(877) 357-6278
www.smartertools.com