My boss (the guy with the money, not an IT employee) sometimes wants to be copied on all replies, comments, etc on tickets tracking larger capital projects that he is funding. I don't want to necessarily add him as an agent (either permanent or occasional) because he still uses the portal as a regular customer.
It would be helpful if there was a way to add a "permanent CC" to a ticket that would receive all email notifications relating to a ticket that an agent would get without necessarily being an agent.
One way to accomplish this could be to allow a non-agent "CC" on an agent group where the "CC's" would only receive the emails that the group receive.
Sorry that we've missed to answer this case earlier.You can setup a Dispatchr rule to automatically add an user to the CC on the ticket based on a certain condition .