Removing To or CC Addresses from Desk Ticket
I was hoping i could find a way to remove unnecessary email addresses from tickets submitted via email. For example, a customer may email the support address AND others who are in the helpdesk notification group, in either the TO or CC address. This results in multiple emails; being notified (one as a helpdesk group and the other direct email). If you don't catch this in the ticket and remove the address; then when responding via REPLY ALL, it automatically emails the user and those who were included on the original ticket email. This is a big nuisance and was hoping there was a way to either intercept the email at the time of delivery and remove these addresses or in the helpdesk itself. Even if the answer is a complicated deluge script, I will take the time to do it...
Example of what I am dealing with attached. On this ticket, if using REPLY ALL, it will go to the sender and the 2 others who were copied on it, both part of the support team, who are already notified of the ticket by being part of the group. I don't expect we can stop this at the time of submission, but subsequent messages would be a huge win.
Thanks in advance!
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