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Multiple recipients not added automatically to ticket but when added to Cc they do


We are currently evaluating Helpspot. We installed on-site version on Ubuntu.
During our testing we found out that when sending an email to open a ticket and we add another recepient in Cc then it automatically add the Cc recipient to the ticket and he receives all updates regarding the ticket.
But when we send a mail and put both the Helpspot email address and the additional recipient in the “TO:” instead of “Cc” then the additional recipient is absent from the ticket and does not get updates.
Would be happy for any help
Thank you