I read comments since years about this feature. I really cannot understand why you haven't implemented it yet.
Forwarding email is a BASIC feature of the mailing system.
I undestood that we can add extensions and manage them with trigger or use CCs field but both the solutions have some problems (and again I cannot understand why we should use a tricky solution in order to do a very basic action).
If you are so convinced that you don't want develop this feature, my question is: would it be possible at least give us the possibility to add some conditions and actions to the CCs in the trigger?
For example I would like to send to a CC email (and not to the requester) an entire conversation without send an answer to the requester.
A possible trigger could be:
Ticket: is -> updated
Tickett: CC -> is --> present
Notification: Email user --> CC
It would be nice also if I could add a role that allows CCs (and not the requester) to see internal comments.
OR you could develop a normal, very easy and very useful forwarding option.