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What he's asked me to do is set it up so that when one of the agents get an e-mail he receives a copy automatically. Ideally it would work both ways, so he could also see the response. This way he knows he's not losing any customers to computer illiteracy or overlooked emails.
I've done a quick search and not found anything that outlines how to set this up in cPanel. I'm a pretty experienced PHP/SQL guy, know a bit about *nix and Apache, and use cPanel when I need to without problem... but I know almost nothing about the mail part, at least when it comes down to nuts and bolts.
My hope is that someone here can shed some light on what I need to do to have mails copied automatically. Thanks in advance.