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In the Recipients Section on the Ticket Form, the CC: field allows additional email recipients to receive a copy of the ticket. The copy they receive is the same content and format as the client receives. I have not found a way to hide the client notes - unless they were marked as Not Visible to Client on the ticket. As you start typing a name in the CC: field, WHD searches the client table for a match (I either use the email address or last name as search keys). Additional names can be added to the field - separated by semi-colons. The BCC: field in this section works the same way, except the client doesn't see that a copy was sent to other people. If a person was CC'ed or BCC'ed on a ticket, WHD allows that person to reply to the email they received and the text of that reply is added as a (visible to client by default) note.
Here the company personnel managed networks but they have experience with that I am studying these routines yet.