The cc’ed agent would get a notification to alert them that the sender is expecting them to also
be reading this email thread.

In the cases we have, the To: agent gets the ticket and works it, and the cc’ed agent
never sees it at all. We would like a way to alert the cc’ed agent so that they
will know they’ve been cc’ed. So they can stay abreast of the issue as well.

The only other way is to have the To: agent tell the cc’ed agent, but I was wondering
if there was an automated OTRS solution in place.

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