Can you add a feature so we can only reply to A: The Ticket Lead contact B: Even better any particular CCed person in a ticket.
Users hate replies go to all CCs. We can remove CCs - Send the email - Re-add them but this isn't practical if there's a lot.
Sometimes you don't want all CCs to be included in a specific reply. We can have to fall back to Outlook, CCing in the DeskPro email address (*), to ensure a reply only goes to a particular person.
* so the reply still gets logged in DeskPro too.