Users that are CC'ed in the email chain are not getting email notifications when the new ticket is created in BMS.
This mainly happens if you are managing the new ticket creation notification via a workflow.
Review the following steps:
- You most likely have a workflow called "Ticket Created Notify Client", which has triggered the new ticket notification message to let the sender know that their ticket was received.
- You'd have to remove the notification from this workflow or remove the triggers from Admin > Business Process > Workflow.
- The next step would be to enable the Ticket Created notification via the "Email Parser" under Admin > Service Desk > Email Parser.