Chris Ready

We really require this feature and as a result are using the HTTP target workaround posted in this thread.

Unfortunately we've found it's not 100% reliable - sometimes when we action it via a trigger, the CC gets removed in the back end but not on the GUI. Then the agent will add a follow up note and the CC gets inadvertently added back onto the ticket. 

Has anyone had a similar experience and found a fix? 

The CC in this case is a Light Agent who we are @ mentioning but no longer which to have them CC'd on the ticket after the @mention.