If you signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.

Yes, you could either set up a new rule under Admin > Workflows > Automations > Ticket Creation to add a CC whenever a new ticket is created, or you could add the user's email address under Admin > Channels > Email > Advanced Settings > Set automatic Bcc email.

This email address would be automatically included in all helpdesk communications.