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Do not email (cc) secondary contact

Received Response
edited Dec 19, 2012 12:08AM in Agent Desktop 6 comments


We have a scenario where we add a secondary contact to the incident but we don't want them to be cc'd for one reason or another. According to the documentation, "All contacts listed in that section [the contacts tab] will receive any response sent for that incident since they are either the primary contact or is a secondary contact." There does not appear to be a way to prevent this from happening as when I expand the notes tab, they aren't listed as a cc, but the email does get sent to them. Is the only way to prevent this

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