The Case Email action does not honor predefined values for To Recipients when there are already emails against the Case. Instead, the email action effectively functions like a Reply button pushing the last sender into the To field of the email pane.
I opened a support case to inquire about this issue and was told by support the functionality is working as intended, but the documentation was not accurate.
Why this is bad:
- I send my customer an email and fail to get a response. I should be able to send another email and have that action respect the defined defaults instead of pushing my own email into the To field. (I do not need to send myself a Case email)
- I am covering for a support agent and need to email the customer. The last email was sent by the ticket owner, but there's an update I need to communicate. If I rely on the email action, it's going to default to the ticket owner (aka last sender) instead of the customer
We, as an organization have tried to promote using the native email client in Salesforce to leverage email templates and quick text in Lightning, but this is a huge hindrance to adoption if users have to scour the pre-filled email fields.
At the very least their should be a setting to control whether predefined action values will be respected in all cases or not.