Hi team,
I do one example here.
Requester: John
CC: Maria
Scene#1 - John will only saw his name (To: John) on his Microsoft Outlook and CC field is empty.
Scene#2 - Maria will only saw her name (CC: Maria) on her Microsoft Outlook and To field is empty.
In this case, how do Maria know she is replying to John because the To: is empty though. Please look at the image below. The To: is empty.
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Hey Juno!
What you are seeing here is expected. For any particular ticket there are multiple sets of emails that may be generated by Zendesk. Modifications to your triggers or CC's settings may impact whether these emails are generated.
When any of the individuals who receive any of these emails reply then their response will be added to the ticket and can then generate another set of emails that are broken up in this same manner.
If you'd like to ensure that all parties are able to see who is CC'ed on a ticket in the email they receive then you can use the ticket.cc_names placeholder as outlined in Zendesk Support placeholders reference. If you needed to return the email addresses as well then you can use the Liquid provided next to that placeholder entry in the reference within the body of your triggers that generate those notifications and/or in your CC email text settings located under Admin > Settings > Tickets > CCs.
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