We often have a user request that their department manager get CC'd on the ticket, but when that person get the email from the box and clicks it, they have no access as it is not their ticket and they're not queue owners. Is there a way to allow people in the CC field to be able to view the ticket and enter comments?


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No. The purpose of the CC field is to allow you to send notifications to the users listed.
Answered 09/15/2015 by: chucksteel
Red Belt

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