Elena

Hi,

in the article you say " CC recipients are not carried over from the original ticket to the shared ticket."; however, how does it work the other way around?

We have two instances, and one of our agents replies to shared tickets, but they must always CC at least another senior colleague in their reply (senior colleagues are not ZD users): when they are CC'd in the public reply and the shared ticket is submitted, seniors do not receive the reply in their inbox.

Should we create a specific trigger for these replies, and how should we do that?
Should we create it for both instances or just for the one that shares the original tickets?