You can include additional agents or end users on tickets, if you have the right permissions.
- The CC list allows you to add both agents and end-users to the ticket.
- The @mentions feature allows you to add only agents, using the rich text editor. If you are not using the rich text editor, have your admin enable it for you. See Enabling formatting options for agents for more information.
For information on adding others to a ticket, see Copying (CC) or @mentioning someone else on a ticket.