xdoomx

Chris, just to clear your comment up.

You can in fact cc any email address using the cc box. You simply type it in there. This has actually been a problem for me because I want to RESTRICT my agents from being able to cc end users and only be able to cc registered users. But that's another story.

Does the workaround in the original post not work for everyone?
"Use a notify target "email" type to send emails to the person who needs to be CC'd."

Now that we can all CC end users, you realise that their replies are PUBLIC?

As opposed to a light agents replies being private.

 

So basically you now have the ability to cc any one of your customers (in our case over 5000) on a ticket by mistake and have them respond to a ticket directly to a customer!!!

This is potentially catastrophic.