It would highly beneficial for Freshservice administrators to allow the CC to option in the Action node to accept placeholders/variables just like the Send Email to option.
Note the difference between the two in the screen shot:
Having to hard-code an email address is very limiting — especially when needing to add different emails depending on the conditions.
For example, (unless I’m mistaken) Department Heads can see tickets raised by people in their departments — except when they’re assigned to Restricted Groups. They would need to be added as a CC in order to view certain requests.
I would also add that even providing an option to add CC emails using the Freshservice API would be helpful, which is currently unavailable unless you Create A Reply.
If there are other suggestions, I would greatly appreciate any input!
