Paul French

Adding a note here as it may have been missed in this long thread, so for those who don't know, it is possible to add CC if the CC is an agent or light agent. So for product managers/account managers within the company its possible on Enterprise to set them as light agents and add them.

We achieved this with custom organisation field and mapping.

The real issue is adding a 3rd party/external contact as CC which is the request.

Sadly, other platforms can offer this, hoping Zendesk can raise priority of this feature

Hi Erin,

I am looking to setup triggers to auto CC Account Managers to their clients as their ticket gets created

+ 1 for this feature here as it looks like it would solve the issue.

Thanks,

Paul