The CCs field allows you to include other people:
- When the ticket is created by you (as light agent), you can add other agents, known end users and unknown end users.
- When the ticket is created by other light agents, you can only add yourself as CC by clicking on CC me
- When the ticket is created by end users, you can only add yourself as CC by clicking on CC me
The CCs receive email notifications when there are public ticket updates:
From: CAST [mailto:firstname.lastname@example.org]
Sent: Wednesday, December 10, 2014 2:48 PM
Cc: < All CAST recipients in CC;>
Subject: [CAST] - <ID> - <Title> has been Updated
##- Please type your reply above this line -##
You are in Cc of this request (#ID).
This ticket (#ID) has been updated by CAST from CAST.
To add additional comments, reply to this email.