If I send an email from Outlook to an email services address (an email-to-case flow) which has 3 email addresses in the 'To' field, when I select 'Reply To' on the corresponding case record, those 3 email addresses are auto-moved to the 'cc' address. Enhanced email is enabled.

I cannot find any Salesforce documentation that explains why that is happening. It would seem that this is how the 'Reply All' functionality in Service Console was designed to work but it is quite odd and confusing to users as one would expect those in the 'To' field to stay in the 'To' field.

If anyone has a view on: 1) why this is happening and 2) what good workarounds are, that would be appreciated.

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