Feature request: Visible TO: recipient(s) #1
Description
A large portion of our tickets are forwarded into the system by our own employees. They get an email from a customer with some issue, and then they simply forward it to our supportbee address.
When replying to these forwarded tickets, sometimes the reply goes to the
forwarder and other times to the original sender, ie. the FROM address on
the original forwarded email.
This causes us some problems.
A simple fix would be to expand the reply box with information about where
to a reply is sent. Optimally this field could be edited by the agent, so a
reply could be sent anywhere.
Right now you have the "CC: Add CC" line. I propose adding a new line above
this one called "TO: alice@server.tld, bob@server.tld", with an option to
either add to or remove from the list of TO addresses.
If that is not possible, then please consider adding an administrative
option to disable replying to the original sender of a forwarded email, ie.
stop searching for who the ticket originally came from, and instead assume
that the ticket is created by the person who forwarded it to the system.
Right now this is a rather huge concern of ours, especially since we
yesterday had some issues where internal information leaked out because of
this.
:o)
Med venlig hilsen
Thomas Løcke
thomas@responsum.dk
www.responsum.dk
Responsum K/S @ Google+https://plus.google.com/u/0/113119242403237202081/posts \n
https://support.supportbee.com/tickets/2439949