Because just about everyone in support uses a filter program to sort
email into folders. And 'To' will toss it into a list folder, CC will
not get it into a support folder.
I've said it before. Don't CC support. Even without that it is fucking
confusing when there are multiple recipients. Most email programs will
show the To: line. So an engineer might see that and go "Oh, mailing list"
and delete it. We're not going to look at all of the friggin mail headers
just to see if support is in there someplace. It is especially dumb
when people send email to like 20 people, all over the place, and in the
middle someplace is 'support@livingston.com'. That's really not smart.
If you want to email support, email support - don't make it one of a
number of destinations. At least make it the PRIMARY destination by
sending it TO support and CC the others.
CC is kind of an 'oh, by the way'. I'd sometimes delete things CC'd to
support when I was doing email. Obviously it isn't important or the user
would send it TO support in the first place. (When I was feeling
especially BOFHish...)
-MZ
-- Livingston Enterprises - Chair, Department of Interstitial Affairs Phone: 800-458-9966 510-737-2100 FAX: 510-737-2110 megazone@livingston.com For support requests: support@livingston.com <http://www.livingston.com/> Snail mail: 4464 Willow Road, Pleasanton, CA 94588