I have the following setup for testing:

- Requester ( a@a.com) send in an email which has multiple email accounts in To section. (To: b@b.com,   c@c.com etc)  

- A technician log into servicedesk plus to reply. At this stage, I am seeing b@b.com and c@c.com are in CC list instead of To list. Is this expected?

More over, if b@b.com replies to the received email from technician (for the reason of adding information to the issue), servicedesk plus will treat this as NEW request. Is there anyway to prevent the system creating 2 different request ID in this scenario ? 

I am at very last stage prior to proposing this to my company. Please help in this.

Thank you all in advance