Functionality "E-mail the Support Rep"

Gentlemen,

I would like to confirm that the following situation characterizes a problem.

When a client registers a request for support by email and copies the message to other members of his team at the time that our support representative answers a communication using the "E-mail the Support Rep" imagine that response should be sent only to another support representative in order to keep a record of internal communication.

Unfortunately what is happening is that the functionality is forwarding the message to customers also, in these cases, our support representative should be careful before sending a response.

This is a bug?

Thanks

Artur

some images to illustrate the problem