Problem responding copy ticket (Cc)

[svierzoski]

Good Morning,

My users have abito send email to ti@administrador.com.br and CC, when I reply via HESK the CC addresses do not receive.

How to solve this problem.

Usage version 2.7.1

[Klemen]

Hesk sets the "From" address as the ticket email address, other addresses (like CC) are discarded.

This may be added as an option in the future, but for not it is now supported.

[svierzoski]

Many thanks for the feedback.

Do you have any idea when this function will be implemented, because I really need it.

If not I will need to use another HELP DESK tool, and I would not like to change HESK.

I would have a prediction, please,

[Klemen]

I don't know, it is not planned for anytime soon.

[svierzoski]

Klemen,

This client function copying more addresses is very common, and the system only responds to the sender.

In the system Settings + E-mail + Multiple emails.

Say it's to get in touch with several emails.

Could you explain what this function would be?

[Klemen]

If a ticket is submitted with multiple email addresses listed (separated with a comma), the notification email will be sent to all those addresses.

[svierzoski]

Sorry, my English is not that weak, I did not understand your answer.

Today I use email ti@dominio1.com which receives the tickets.

and the client is sending a new problem ticket and the email from them FROM would be: rodrigo@gmail.com; director@gmail.com

I'm sure the ticket will open, my problem is the answer, in the case the director@gmail.com DOES NOT receive the answer of the ticket.

[Klemen]

Is the ticket submitted using the "submit a ticket" form or using email piping/pop3 fetching?

[svierzoski]

every new ticket I update via POP3.

And a ticket response made via HESK.

[Klemen]

Emails can only have one "From" address, the rest are probably in CC/BCC? Hesk currently doesn't use CC/BCC and doesn't add them to the list of recipients.

[nothern]

Hello!

I just install Hesk.. same thing: I want Hesk reply to all contact on copy from the mail received... Even the last version 2.8.4 have this issue! I don't understand why a simple things like that can be ignored!

Help please!

[dponsa]

Hello,
I'm using latest 2023 version and it does no a CC email (piping) when you answer from admin panel.
We want to buy a license but we need this function.
Any expectation about it?
thanks

[Klemen]

We are finishing up client database integration in Hesk. Once that is complete, it will be easier to properly implement a Cc function.

[bctit]

Hi,

I've also just been asked about this by a colleague.

We would like any cc'd addresses from the original submission via email to be copied on replies that we post from the hesk interface.

Is this something in the pipeline?

Thanks and regards,
Tony

[Klemen]

It's in the pipeline. I hope we will release beta with customers in March and hopefully include CC then in one of the releases following the customers function.