Yup, we've got this problem too. The client can add an email address as cc but no emails are generated when the ticket is updated for the cc'd address. I'm not sure about the 'only cc add by agent are used'. I don't have that functionality - as an agent i only have 'add watcher' - which is only another agent.
over 6 years ago
Sorry for not updating you over here.
This issue has been fixed and should be working fine now.
Let me know if someone is still facing this problem.
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