No notification sent to copied parties on ticket if primary customer does not use "Reply All" when they respond to a ticket via email or if they delete email recipients from email response.

You cannot rely on the customer to click on "Rely All", if you do and there is another party that needs to be included for example an escalation with their manager or a "cover your butt side", they will not receive the communication reply to the ticket.

I have had a recent incident whereby the primary removed their manager from the "Reply All" email, so it wasn't sent to them. Upon liaising with the manager, I found that they didn't receive the last response and had no idea what I was talking about as they had been dropped by the primary user from the email.

To constantly check if "Reply All" is being used or to go through and configure Outlook clients to do this by default is a lot of extra work from the tech side.

As an example of how other systems work, accounting systems.
If I respond to the system's email, the email hits the system, the entry is made and any user that is attached to the invoice/ticket will be sent my response from the system. That to me makes more sense.

With Atera there is no control of the communication workflow.