We would like Zendesk to be able to send emails to CC users even if the requester doesn't have an email address.
We are currently trying to drive support self service by using public replies to send ticket emails including help guides for future reference.
However, in our line of business (we support dental practices) most users share a practice email address. In instances (majority of the time) where users will not give personal email addresses we will CC the practice email address.
Have recently discovered that this does not work if the requester doesn't have an email address.
This pushes back our ability to send this information and drive self service :(