As of right now, Zendesk takes all of the emails involved in a ticket and consolidates them into a distribution list with your ticketing email address. Most end users we work with use the mail client to create and respond to tickets. In this case, they only see the ticketing email in the "From" field and have no idea who else is copied on the ticket. Often times, they "re-copy" people because they think they are no longer there. It makes for a very confusing experience for the end users. It would make more sense for Zendesk to not consolidate this and allow all emails on the ticket to pass through to the mail client.
Idea Submitted
Enable copied email addresses to appear in mail client
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