Dan R.,

We allow anyone to submit a ticket using our web form (not requiring them to have an account and log in), so if that is what you mean, it has no impact on being able to cc another user that has not been created in the system. :( We still need to manually add a new user in order to cc them on an email.

I agree with this issue. We shouldn't have to create a user profile in order to add them in cc to an email. This seems like it's not compliant with privacy policies since that person never agreed to have their personal information stored in our system.....

I thought that it was only followers of tickets that had to be users but that you could cc any email address until one of my agents complained about this and asked me to weigh in on the subject. Please consider this for future enhancements!