Zoho Desk Private Thread

Zoho Desk Private Thread

Hi, we are using the private thread function by forwarding emails for internal purposes. But, we are not getting a reply if we are CC'ed in the email instead.

For example, I received an email ticket from a customer. I forwarded the email to Department A. Department A then replied to that email by sending it to Department B, and CC'd us, but we cannot see that email in Private Thread. How can we fix this so we can view that CC'd email in the Private Thread as well?

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