Thanks, Kristin! I appreciate the update and really look forward to additional updates from you regarding your teams progress on this as you resume your research into it.

Many others within this thread have mentioned that they suspected the reason Zendesk wasn't pursuing this feature might have to do with the use of the "Light agent" functionality. However, I don't see the two as directly linked. Having been subscribed to this thread for many years now, I've read the descriptions of desired use by countless administrators, and when taking those into consideration, along with our own needs, I think it's safe to say that the ability to auto-CC an end-user on an individual ticket is not really the same thing as providing someone Light Agent access.

Having been subscribed to this thread for many years now, I've read the descriptions of desired use by countless administrators, and when taking those into consideration, along with our own needs, I think it's safe to say that the ability to auto-CC an end-user on an individual ticket is not really the same thing as providing someone Light Agent access.

I sincerely hope that your team will come up with a simple and effective solution which will allow those many of us seeking this feature the ability to do what we are looking for, without the clunky workarounds, and without any intrusion to your agent licensing either.

Thanks again!