Don Shipp

I would just like to express appreciate to Zendesk for actively working on a solution and helping to resolve this.  I was able to resolve this by adding people to a new organization, then creating a trigger based on organization to send notifications to a new target.  This works for me!

You should not have to upgrade to Enterprise and add the overhead of creating "light" agents to CC on a ticket.  Sometimes managers just want to know if their people are hogging IT time unnecessarily - and to be in the loop on their areas.