Can I use transport rules or another feature in exchange online to accomplish the following:
When a customer sends an email to email@example.com, a shared mailbox, either in the To or CC field and other contoso employees are on To/CC that we only deliver to firstname.lastname@example.org and not jim bob and sally?
If this is possible then what would happen if we were to reply all from email@example.com?
Will jim bob and sally still show up in the To/CC field of the email that was delivered to firstname.lastname@example.org even though it was not delivered to them. Looking for visibility from the email@example.com mailbox.
Thank you in advance for your time and replies.
Edit: further clarification from the department requesting if this helps with the answer.
- Customer emails firstname.lastname@example.org, email@example.com, individual analysts, and other employees at customer's company. a. We end up with multiple email trails all responding to the customer, crossing over each other and ultimately creating confusion for the customer b. Support will do their part and then email accounting to ask them something – accounting already has a ticket, and a new one is created. i. The analyst might do the same ii. Customer support in India gets involved in this too