This isn't a huge issue as it doesn't happen that much and we can merge but I'm wondering....
Let's say a customer "John" sends in an email to our help desk to create a ticket (123) and he copies his co-worker "Jane". John will get a reply that a ticket has been created and that gives him a ticket number. He can then reply to that mail and update the existing ticket if he has more to say. However, if "Jane" replies to "John's" original mail, this creates a second ticket in our help system. This can go back and forth and cause multiple tickets we have to merge to then try to reply to everyone and get them to reply through that mail so the single ticket is updated. Is there a way to help with this?
On a related point, it is possible for a customer to know who all is in cc on the ticket mails? I mean let's say John mails just our help desk. If I added Jane from his company on the ticket knowing she might have something to add, is there a way John can see that? It would be nice for John to know she was copied and not have to send the mail to her later or something if we asked a question where he then forwarded our mail to her (even though she already had it). It would also hopefully prevent that John said something about Jane that he wouldn't have wanted her to see not knowing she was in copy on the ticket already.
