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Identifying Incidents created via cc'd emails

Received Response
edited Feb 15, 2019 1:14AM in Agent Desktop 1 comment


Interested in how organisations handle Incidents that are created due to being cc'd an email


Hi Everyone,

We are wondering if any other organisations have a way of identifying incidents that are created via a cc'd email.  We regularly have incidents created that staff do not need to action as it is only a cc'd email, currently they need to review the information, etc and it is often hard for them to tell that it was a cc communication. 
We would be interested in any reports that have been created and any details on how the incidents are flagged (e.g workspace report/rule), etc.  Sorry if this information is already available on the community but I searched and didn't have any luck.

Howdy, Stranger!

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