Reply To All

[samuch]

As the subject says. This would be extremely useful when someone sends in a ticket and CCs a ton of people who also need to know. I'd rather not have to copy and paste all their email addresses back into the CC field.

[joegeck]

I believe the functionality you are looking for is already in the Helpdesk (maybe a little more buried than you thought to look). If you go to "Helpdesk Setup" and then "Mail Servers" there is an option under "Incoming Mail Preferences" right at the top:

Send helpdesk replies to every recipient ( To:/Cc: ) on the original message.

See if that helps. :)

[samuch]

Ah, thanks for pointing that out.

This is useful. However, I would like the option to Reply or Reply To All as needed instead of always being one or the other. Simply having another button for Reply To All, maybe under the More listing next to Print, would work.

Is that possible or does that sound logical?

Thanks for the workaround for now though.

[Hildy]

That's not really possible right now based on the way the helpdesk processes outgoing email. Anything with a defined To: address is a Forward, and if not, then it's a Reply. Replies are sent to all Requesters on a ticket (the option Joe pointed out above); Forwards are sent only to the To: line.