Can I use triggers to automatically CC end users?
Triggers can only be used to automatically copy agents on a ticket. There are two alternatives to copying end users on a ticket.
- Set up Shared Organizations to allow all users within an organization to view their organization’s tickets as well as comment on them. For more information, see the article: Setting up a shared organization for end-users.
- Create an email target that notifies your external end user when your trigger conditions are met. For more information, see the article: Notifying External Email Addresses.