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When using RangerMSP Email Connector technicians send replies To: the email connector address which is then being distributed to all External Recipients and Employee Recipients.
In replies to customers Employees are always added as Bcc recipients and this is something that cannot be changed. When employees reply by Cc or Bcc the email connector, the reply is sent to all Employee Recipients but not the External Recipients (the customer...). This is used for private email threading re a service Ticket. In this case, the employees are not added as Bcc recipients and each employee can see the other Employee recipients that also received the email message. I hope this helps. Regards, Doron |