Intelligent To: processing in emails
When sending emails to customers, it is quite likely that you may send 2 or more emails to a customer to update them before the customer sends a reply.
But if the last mail was sent by us, when you click on that last email sent and then select reply, the system will automatically populate the To: field with our sending address rather than the address of the customer. This is silly!
You can get around this by selecting 'Reply To All' and then deleting the address associated with us but it would be much more sensible if the default was to send a mail to the customer contact in the case rather than back to us.
It's a minor point but a major irritation if you wonder why the customer has not replied and then realise it is because no mail was actually sent to them.