The recently released simple email thread was a new feature that we were very much looking forward to. However, in contacting Zendesk support, we found it difficult to support in our operation.
Our support accepts inquiry forms from Pardot, which often contain content and wording in the notification email that is inappropriate to send to our customers. Specifically, we include scoring that we have set up without your knowledge, links to Salesforce, and internal information held by Salesforce.
To ensure that these contents are not sent to our customers, we use a "placeholder that allows us to send only comments sent by the requester ({{ticket.latest_comment_formatted}})" to notify our customers.
The placeholder that allows only the most recent comments to be sent is basic for simple email threads, but if you add a CC when more than three threads have been followed, the most recent three public comments will be added.
This limitation causes a situation where we cannot add a CC on the third public comment between us and the requestor.
Currently, we cannot switch to a simple email thread because we have to cover the above by operation. If it is possible to make it so that only the first comment is not notified to CC, I would like to change the setting without hesitation.