Maybe a stupid question...

On external email recipients, if one external user replies to an email, all other external recipients receive a copy of that email as well, right?

Suddenly, I'm unsure of this behavior.

Thank you for asking. When customers reply tickets, their reply is distributed only to internal recipients (e.g. employees) configured for this Ticket. So: Inbound from the customers - all internal recipients get it, Outbound to the customer - all recipients (external + internal) will receive it.

Hope this helps.

I'm glad I asked! Thanks for clarifying that for me! That's great that it already works that way.

Glad to see that is the way it worked. I was worried a weeks ago when "somehow" the external recipients list included 5 people.

To clarify, what happens if User A replies back then User B also replies back with something else? Is it then up to us to reply to the ticket with both sets of information to keep A and B on the same page?

When a tech replies to a ticket by emailing the the email connector about this ticket their reply will go to all External Recipients, so if Cusotmer User A and Customer User B are external recipients for this ticket they will both receive the reply from the technician.

Right, but Customer B won't get Customer A's reply, correct?

Yes, correct. With customers, the tech's reply will only go to External Recipients listed under the specific Ticket.