Our agents often copy in a key stakeholder as an end user to a ticket.
If the requester then clicks to 'reply' instead of 'reply-all', meaning the CC'd end-user can't see their reply, and we add the end-user back in as a CC, they are unable to see the email correspondence we have copied them into - just the new response initiated by our agent.
This is frustrating as it works differently to email providers such as gmail, and requires us to forward the response(s) to the relevant end user(s).
As we all know, there are many people who seem to always click 'reply' instead of 'reply all', it's often not because they want someone removed from an email trail.
I raised this request with Zendesk support and was disappointed to find there was no workaround we could configure to allow this functionality.
Have others encountered this issue, and are there any workarounds?
My agents work on behalf of others, so this is a frequent occurrence (eg. we email on behalf of another party and keep them copied in, so if the requester accidentally removes the CC, we need to forward their email to the end-user we had CCd, add the CC back into the trail, ad infinitum with many of our requesters).