Adding CC in Ticket Updates

Ellen, don't know if there is a way to automatically add cc, probably not as that is not the way Automations work. But you can create a forward to a specific email address, for replies sent with a specific group, including the quoted text. Is that what you are looking for?

Hello Ellen,

As Mark mentioned, you can forward the ticket to the desired email address. Alternatively, you can add the email address(agent) as a watcher in the ticket and this can be achieved using the ticket updates automation. 

That said, we don't have an option to add a cc in the Ticket Updates rule and we'll take it up as feedback. 

Cheers!