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Detecting a cc on an incoming email

  • April 19, 2022
  • 1 reply
  • 0 views
Adam31

Hi all,

We have an issue in our business whereby the email address for tickets is support@domain. The problem is, that our gsuite has default groups such as "All Users" that people within the business use, and that the support email address cannot be removed from.  The problem we have is that when an internal team member emails all@domain a ticket is created because "support" is part of that.  Im looking for a way to suppress the ticket creation by detecting when all@domain is one of the cc's but i can't seem to find a way. 

The only way i can currently seem to do it is to suppress the ticket based on the organisation being our internal company, but that removes a planned future use for our business to use the platform for internal tickets also.

Any advise?

    1 reply

    Dane13
    • Dane13
    • May 20, 2022

    Hi @adam31,

    There's no feature that can be utilized to detect/manage cc's on a ticket. Based on the behavior you have, it will be better to coordinate with your email service provider to find ways to restrict forwarding on such scenarios.

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