When a CC person replies to a ticket e-mail that reply is marked as an internal message for the given ticket, even when "External access level as default" in system settings is checked.
Is this a bug in the system or by design?
For our customer, it is crucial that this message from the CC contact is available for the primary contact person in Customer Center.
For now the users have to manually change the access level for this given message from internal to external, which is not an optimal solution.
Is there a way to solve this issue?