Erik Davies

Hopefully, the following provides a good "How it Started" vs "How it is Going". In short, nothing has changed and that is unlikely to change in the near future.

TLDR: This has been an issue repeatedly brought to Zendesk's attention since at least 2012 based on another thread with a similar feature request linked below. Between comments within that thread and the most recent official Zendesk response pasted below, I doubt that this will be addressed soon if ever. Everyone will need to decide for themselves/their company whether or not this is a dealbreaker feature.

Benjamin Kirsch
March 11, 2024
Zendesk Product Manager

"Hey all, thanks for taking the time to provide us with your feedback here. This is a valuable feature request and it is in our backlog backlog for future consideration.

We're currently working on a couple other features focusing on surfacing outbound bounce notifications and Email connectors for Exchange and SMTP Relays. Once those feature are complete we will consider this for future development.  However please note that we can't commit to prioritizing any one piece of feedback we receive in the community.

I'll leave this post open for comment to allow others to continue providing their feedback and use cases to help with prioritization in the future."

Similar Issue with Relevant Comments Included
How can i send email notifications to secondary emails

"Dave Dyson
December 16, 2021
Comment actions
"Hi everyone, I just wanted to let you know that I've spoken with our product team – this is something that is on their radar, and they are planning on having more internal discussions about it next year. Follow this post for updates: Send Email Notifications to Secondary Emails in Support"

From comments in that thread it sounds like it has been an ongoing issue that will never be important enough to address:

Jonathan March
December 15, 2021
Community Moderator
Comment actions
"I would not want to attempt a black-box analysis on ZD's internal processes, but this is indeed a long-standing (9 years with us) source of friction and pain, and this workaround is really not an acceptable solution."

Experiencing this same issue. Very surprised that you are unable to include the secondary email address as a CC.