For our customers, they can have many users submitting tickets.
The business team at the customer end would like to review these tickets and track them. We had intended to do this through the Freshdesk portal. We imagined setting the business team email as a CC using the automation rules, and hoping that as they were cc’d they could see those tickets in their portal.
We would like this functionality as its very useful for many customers and it currently exists in Zendesk. Disappointing that this does not function the same way with this rule and I see that as a big benefit for Zendesk
