Add option for "commenter" is "in CC" in Automation Rules

We currently have a rule which sets our tickets to "Customer Responded" state if the requester comments on the ticket. However, when someone who is CC'd on the ticket responds, this change does not happen. Selecting CC'd users is not currently an option in the automation rules.

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Automation

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Comments

joeybrown

@havens1515 good idea and it's one I have heard before. Thanks for opening this request so we can track it with the masses.

As a potential solution, would changing the object field to role and then selecting the requester roles help?

havens1515

Great suggestion! I didn't realize that Role was even an option. I think that should be a good work-around for now! I'd still like to see CC as an option in the future.

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