How Can We Stop Sending Auto-Responses to CC'd Email Addresses on Tickets?

Overview

Autoresponder is the term used for acknowledgment emails dispatched when a new ticket is created in the helpdesk. It is sent to the email address of the ticket requester. The helpdesk will also send an autoresponder confirming receipt of their email to CC'd recipients if the option is enabled. If you want to stop CC'd recipients from receiving the auto-response email, it can be disabled.

Solution

NOTE: You need admin access with "Manage helpdesk settings (system-wide settings)" permission to perform the following steps.

1. Log in to the admin control panel.
2. From the Home tab, click Tickets, then click Settings.
3. Scroll down to the 'Send autoresponder to CCd recipients' section and select the NO radio button.
   
4. Click Update to save the changes.