Add end-user as CC via Trigger or Automation

@James just my guess as a longtime user: because the trigger aspects are secondary to the basic CC model. First things first.

@Matthew actually the ZD ticket CC is currently not like a standard CC in fundamental ways. To pick only the most potentially embarrassing aspect -- a user can remove all the CC's from his response, thinking he's just writing back to the company, but they'll receive his response anyway because they are still on ticket. Etc, etc, etc, etc.

Who is confused by carbon copies? That term has been around since the 1950's I'm pretty sure, and I would imagine that it has been used with emailing since its creation. If someone is confused by the idea of that then that is an end-user problem. One thing that makes Zendesk so great is that to the end-users it looks like a simple email instead of some complicated ticketing system, so it is a bit crazy to think that the ticketing system that can automatically tweet a user's Twitter account with a trigger does not have the ability to automatically CC a non-agent user email address....

@Jonathan March if that is the case, why is this feature not labeled "Planned"?

Zendesk recognizes that the current implementation of CC is confusing to many and has been actively researching (perhaps even implementing?) a completely different (more email-like, and for most people, more intuitive) usage for CCs on tickets. 

Based on my interactions with Zendesk support regarding this issue, I suspect that Zendesk is refusing to implement this feature because they feel that anyone who should be CC'ed on a ticket should be an agent, and therefore you should buy a license for that person. If Zendesk allowed us to CC anyone we wanted on tickets, and then anyone who is CCed on a ticket could contribute to that ticket, that could be used as a "backdoor" way to allow additional agents to use the platform without paying for licenses. Of course, even if you did this, you still couldn't assign tickets to those users and those users wouldn't have any of the other functionality of normal agents, but I believe this is Zendesk's thinking on this issue.

This is all speculation on my part. However, it would be so trivial for them (technically) to implement this feature, it's hard to believe that the reason they haven't done it is technical.

@Kristen Mirenda

Why don't you just skip the "lookup" functionality for triggers/automations if someone (like me) wants to CC an end-user and just give us the option to manually enter email addresses?

I understand that being able to do lookups on an entire end-user data set can be a very difficult task on a large scale, but at this point we just need the feature and not the lookup functionality. I think everyone would be perfectly happy to have the new feature even if it meant that there is a chance we could type the wrong email address at times at it not end up getting delivered.

It looks like this feature has been missing for 7 long years, so I would like to see the "Planned" label back on this popular request!

I see an opportunity here for a plugin! I have no coding knowhow but surely someone can make some $$ with this opportunity.

I'd PAY for this fesature..

Has this really not been fixed yet???

Zendesk, STOP with adding useless features and add this one now! This is a basic feature that almost all customers of Zendesk would want to use.

@Jim Stratton -- The cc is to an external end-user (or set of them).  I think we will use the Target for notfications

@Drew Wasson - a trigger can send email to a group...can you create a group that is exactly everyone in the organization and then use that group?