We use shared triages for each of our clients. Most of them are accounting/AP addresses created by the client at their domain, and then the emails forward to an accounting address at our company’s domain. (The purpose is that if we were to ever part ways, they would still have access to everything from that address.) Example: accounting@clientdomain.com is automatically forwarded to clientaccounting@ourcompanydomain.com (this is the address of the shared triage). 

The problem is that Karbon recognizes these as BCC and we cannot perform actions on the emails like commenting, assigning, and adding to a timeline due to privacy. 

Our IT support says they cannot add an alias to the email, which is what Karbon suggested, because we have a separate tenant.

Has anyone had similar issues with not being able to action emails, and what was the resolution?