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