Replying to All from Forwarded Email Includes Original Email Address

Asked by:
amicus6 / 16 Points
2012-05-21 12:20 am EST
General Information
Our company's webmail accounts are set up to forward to employees' preexisting email accounts, and this is convenient since almost all employees do not use Outlook or similar email clients. When an employee responds to an email by choosing "Reply All" from the preexisting account (forwarded email), it includes all recipients including his/her webmail account (which then forwards to the preexisting account again). In some cases (depends on the preexisting account being Hotmail, Yahoo, school email, etc.), the employee encounters an error and is unable to send the email. When his/her original webmail address is manually deleted from the list of recipients, then the email gets sent.

How can I fix this so that the webmail address (originally intended recipient address, the webmail address) is not included when "replying all" and doesn't lead to one of these problems? I'm hoping for a simple fix-all and not a solution that is different for everyone, depending on their preexisting email account. As of now, employees have to manually delete their own email address when replying all.

Any help will be greatly appreciated.

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1,846 Points
2012-05-21 8:37 am EST
Hi Dave,

We were able to recreate the issue.

I created my own forwarders, tested the problem you are describing, and was able to replicate the problem.

Is there an easy solution? - No

When creating email forwarders, there are no options available that would resolve this problem. I also looked through the options available in the email filtering section of cPanel, but nothing looked like it would help in this particular case.

What else can you do?

Option 1:

Are you familiar with POP vs. IMAP? You could have everyone check the email account in question using IMAP, and this would eliminate the need to have a forwarder setup.

Option 2:

You could setup an email filter within your cPanel for each user that would delete the uneeded email. For example:

CUSTOMER emails support@ which forwarders to user1@

You can setup a filter in cPanel that says:

IF email is FROM user1@ and is TO support@, DELETE the email.

If you go this route, everyone can continue to Reply-to-All, and the extra emails will automatically be deleted from the server.

Not the answer I'm sure you're looking for, but I home this helps point you in the right direction. If you have any follow up questions, feel free to post a comment at the bottom of this page.

- Brad

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