I frequently use the CCs feature in my account and want to know if it is possible to have only agents adding CCs. I want to restrict end users from adding CCs to tickets. Is that possible?
It is not possible to allow only agents to add CCs to tickets. When the Enable CCs option is checked, both agents and end users can add CCs to the email thread. This is a hard-coded restriction as one of the goals of the CCs and followers experience is to make CCs behave more like they do in emails.
If this is a roadblock in your workflow, you can roll back CCs and followers for the old experience.