Ian Apruzzese

Our use case is to have managers and team leads automatically CC'd on tickets based off a custom field. The lack of this feature and the apathy from Zendesk on rectifying this, instead going for a money grab by suggesting lite agents $$$ if the primary reason we are making plans to leave Zendesk and migrate to a different platform. This is an unacceptably missing feature, that is being intentionally hobbled by Zendesk.