James Ryan

I agree @Matthew Foval. It's absolutely ridiculous how long Zendesk has dragged their feet on this. 360 comments, almost 340 votes and 7+ years later.... and nothing.

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

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.

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.