>  have the ticket go into/be visible in both agents queues (but remain one ticket)
no. but the agents can be configured to see multiple queues.

>  send an agent email notification out to the cc’ed agent, letting them know they’ve been cc’ed in ticket#
Why wouldn't the cc'd agent get the email notification? 


On Tue, Jan 14, 2014 at 11:39 AM, Leah Kelly <lkelly@tenstreet.com> wrote:
Hello,

I have cases where sometimes agents will work together and one agent is cc’ed, is there a way to either:

- have the ticket go into/be visible in both agents queues (but remain one ticket)
- send an agent email notification out to the cc’ed agent, letting them know they’ve been cc’ed in ticket#

Or any other reasonable solutions to this that anybody else has found?

Thank you!
Leah
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