Customer feedback:

I can see in the screen dump that you now have several of reply options
(e.g. Forward). Since you now have opened up the user interface for
multiple reply options a "reply all" function can fit nicely into the
user experience here.

Please consider this scenario which we constantly face:

1. A customer emails us with a problem. The customer makes includes cc
to some co-workers.
2. Email is received in the helpdesk.
3. A worker replies to the email.

When the worker replies only the sender is included in the email. Since
he wants to include all that was part of the email he needs to copy and
paste each individual cc from the original email to the reply. This
operation also includes a scroll up and down the web page. And you can
only copy one email address at a time, or use a notepad or similar besides.

Now consider that there is an email conversation with 3 cc and 10
replies during 2 hours. That is common. This includes 30 cut and paste
operations. Now consider you communicate with 20 customers. Do you get
the picture?

Yes, you can add several emails as recipients to the ticket, but that
introduces other problems like sending the email to the wrong person.
The cc typically change over time.

It is common that there is one customer sending an email with a cc to a
partner at another company. In this scenario you carefully need to check
who is on the email reply.

Cerb5 is not solving those basic emailing needs. By not including "reply
all" you make people send emails to the wrong persons. And you make
people skip including the cc people on emails since the worker using the
system gets completely fed up with email address management in the
ticket. Quality goes down significantly in the helpdesk work. By
excluding "reply all" quality goes down, please note that, quality goes
down.

This is not a "nice to have". This is a "must have". You now have opened
up the GUI with an extended reply button. (And you can no longer say "we
do not want many reply buttons" since you have now resolved this gui
problem.

I am confident this feature will be very well received by your customers.

Customer feedback:

> Take a look at this, here is the next email I need to answer
> below, as you see it has 3 cc, who all wants to be part of the
> reply. It would be great to simply click in the arrow down on the
> "Reply" button and then select "Reply All". That would save
> anyone using the helpdesk time and annoyance. Now I need to cut
> and paste 3 times. Or add all 3 to the ticket. Neither is a good
> option. Reply all would be a great option, because that is
> exactly what needs to be done. Please discuss this internally.
> Take a rational stand.

This is implemented in 5.6

Unfortunately they did not add any ""Reply all". To call it resolved is not correct.

Take a look at Thunderbird/GMail/Outlook. Any normal email program.

"Reply all" should put the sender in the TO field, and all other included in the received email in the CC field. When "Reply all" is used emails added to the ticket are ignored. "Reply all" could be an option in the Reply drop down you have today.

A huge disappointment you did not bring Cerberus into the email world. But it is not to late, there is always another release...

Unresolved.