@... I work at a company that has many distributed teams that do not use the same systems. Our IT team, for example, uses Connectwise and their own built-in support system. The tech team as a whole, though, still wants to have a unified support@business.com email so users don't have to email different contacts. I have set up triggers in Zendesk that filter out emails based on their subject/comment text and assign them to different Zendesk teams (so I don't have to look through IT team tickets in my own queue). We would like to take this a step further and (1) add our IT team as a CC on the email and (2) reply to the email defining that handoff to the customer. Yes, Add Follower is great if your team is all on Zendesk, but I would bet that 90% of Zendesk users have the same situation where some of the teams at their companies do not use Zendesk.

My question is why exactly did 'Add CC' get removed? Was it causing issues? If it wasn't causing issues, I really don't understand why Zendesk decided to remove necessary functionality that they already developed. We can talk about the differences between Add CC and Add Follower all day, but the main point here is that it would not hurt to have both functions. This genuinely is a huge feature loss that was one of the big reasons I wanted to transition over to Zendesk from other systems we were using. It's a pretty common feature in other systems.