Chris Fawley

Thanks Erin!!

Hi Deepa, I'm very confused by your statement.  You had said:

To clarify, what is being planned is the ability for end-users to CC's others via Help Centres "submit a request" web form, and also subscribe to organisation tickets in "My activities". Which should cover some of the use cases mentioned in this thread. It does not include agents adding end-users CCs via triggers and automations.

The heading of this post is "ADD END-USER AS CC VIA TRIGGER OR AUTOMATION"

Here is also the description of what it says is planned:

Desired functionality: a way to automatically add a CC to tickets that match a certain condition.

Example: Trigger if Organization is "Acme Co" and Priority is more than Normal, then "Add CC" - specifying an end-user email address.  This would allow the organization's primary contact stay in the loop about what their employees have requested.

Your post has me confused and I'm wondering if you put it on the wrong forum as it doesn't line up with the heading or description of what people need at all.

This feature would be great to have, and soon.  I have customers that are requesting specific individuals be cc'd on tickets and right now I don't have a way to do that automatically.  I have to hope my agents remember to manually add the cc.