As of right now the end user portal doesn't allow them to cc additional users after a ticket has been created. The cc, priority, due date, etc. fields are available when they create the ticket but not once it has been created. These are critical fields that a user should be able to adjust.
We try to push users to use the platform but it is very limited once they open a ticket. They also constantly "reply all" which sends all of the cc'd users two emails, one directly from the sender and one from the platform because they were already on the ticket.
