3 weeks ago
We have an outgoing email template to send a message to a user when theu submit a ticket. When a user sends an email to our helpdesk helpdesk@....... and CCs another user (or a specific agent) the Lansweeper template sends an email to both the user that sent the email AND the other recipients.
Is there a way to prevent this and only have the email sent to the person that sent the email.
Thanks,
2 weeks ago
Hi, so just to confirm.
3 weeks ago
Hi, Thanks for the response. I have a couple of scenarios
Yes, if we go into the ticket we can remove the CC'd people but the email templates that get fired automatically send to both the sender and the CC'd recipients.
Is there not some way to 1, prevent the ticket from automatically adding the CC'd people to the ticket and 2, prevent the email templates from sending messages to the CCd person.
In the ticket type, there is an option that says "User may add CC users" We do not have this option enabled but the CC'd users do get added but when the ticket is created via an email the CC users are getting added.
3 weeks ago
Hi Paul,
With the current email templates, you can only make a distinction between the agents and/or users of a ticket. Unfortunately, there is no distinction in the templates for CC users.
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