There might be cases where a third person, a delivery partner, or the point of contact from a customer wants to be looped in on any conversation for tickets raised by other members from their end. To meet this requirement, you can create a new automation rule under Admin > Workflows > Automations > Ticket creation > New rule

Sample rule:


In Companies > Company name > is ABC


Add CC >

Adding CC automatically to an email.

Once you add the rules, here's how you can reorder them