FAKRO GB

We have a mix of uses for this but there are many users who we need to consider adding as a cc and not treat as an agent.

Some are customers, some are contractors and very few internal people who just need visibility of tickets that meet set criteria but not interact.

The best solution to involve people is the Trigger being set off by a Tag, however the disadvantage of this is they cannot log in to their helpdesk and see what tickets they have been cc'd in.