Adam Kirtley

An option to allow non-CCed people publicly comment on tickets is crucial for us.

Our use case is support internal to our company only, and very frequently a whole distribution list will get CCed on a ticket. When a member of that list replies using their own email, only the agents can see that response and other people on the ticket miss out on a relevant update/comment.

I understand the security concerns of anyone being able to publicly reply to a ticket, but a limitation on domain name would serve to mitigate that. Eg, a global setting which says anyone from @xyz.com can comment on a ticket even if they're not CCed directly.