Keeping Original Agent as CC in Zendesk Email Forwarding
How can I keep the original agent as a CC when forwarding emails in Zendesk?
To keep the original agent as a CC when forwarding emails in Zendesk, you need to manually add them as a CC. Unfortunately, there isn't an automatic way to do this without the agent taking action beforehand.
One potential solution is to create a trigger that adds the agent as a CC when certain conditions are met. However, this requires the agent to remember to set it up in advance, as there is no built-in feature to automate this process seamlessly.
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