This document needs to be followed when we receive tickets related to conversations between recommender and recommendee.
This happens when they communicate with each other regarding recommendations on the SchoolRecs portal. When a student sends a recommendation request to the teacher and when the teacher responds, firstname.lastname@example.org domain gets added in the CC of the email automatically and a SF case is created.
Once Support identifies a case that most likely contains conversations between these two parties, the following step need to be taken:
1) Write an internal comment as "support mentioned in CC by default and closing the case as a normal B2C".