Hi,

I recently set up Zoho Desk for a client and we are trying to prevent the Zoho Desk system-generated support email address (not the mailbox used as the department’s "From address") from being automatically added in CC when agents use “Reply All” on a ticket.

I have already disabled the “Auto CC email replies to your support mailbox” option under Setup > Organization > Departments, and also reviewed Setup > Channels > Email > Advanced Configuration, where the relevant options were disabled as well. Despite this, the Desk-generated support email address continues to be added in CC whenever Reply All is used.

Could you please confirm whether it is possible to fully exclude the Desk-generated support email address from CC on Reply All? If so, are there any additional settings that need to be adjusted, or is this behavior expected by design?

Thank you in advance for your help.

Best regards,

Adam