Symptoms

As an agent, I can add any user to CC. There is a need for the client (ticket initiator) to also be able to choose not only themselves but also other users (that is, subscribe colleagues to their ticket). Is this technically possible?

Solution

1. Yes, in the Participants section of the created ticket, there is a CC field. By clicking there, you can enter the email of the desired user to add. If the user is already in the system, their email will appear and they will be immediately added to the copy. If the user is not in the system, you will have the option to Invite them. They will be added to the copy but will only gain access after registering (they will receive a notification from the ticket system).
2. You can also allow clients to add other users to CC when creating a ticket by email. At the same time, you can limit their scope to the same domain as the request creator or make their scope undefined (not recommended from a spam protection point of view).