Damian Bailey

I'd hazard a guess (and someone may have already said as much in the 6+ pages of comments) that I doubt this will ever actually happen.  Being able to use automation to CC non agents basically allows us to bring in people that we haven't paid for automatically ...not quite as agents, but pretty close.

Useful feature?  Definitely - and I'd love to have it.  But we have at least one case in our org. where we'd be able to use this exact thing instead of pay for more agent seats to tie key people into the ticket resolution workflow.