When a customer makes a new ticket using e-mail, I (agent) get an e-mail that a new ticket has entered one of my queues (setting in preferences). I would like to be able to directly e-mail the customer back, so the best option would be if the ticketcustomer's e-mail address would be added in CC in the notification e-mail. So I would reply to my ticket system (making a new note) and my customer gets the important info.

Anyone has any clue how to set this? have been looking in sysconfig but can't anything about this.