The "Add people to conversation" action is available to Contacts but not to Agents. As a result, we have to temporarily change the submitter of the ticket to a fake user, login as that user, add the additional people, and then change the submitter back to the original. This is error-prone and wastes a lot of time. Please add this capability to the Agent portal as soon as possible as it often happens that we need to add additional CCs to a ticket after it has been created.
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