When customer submits a ticket via email or form and have added other people in the CC, by default the system only sends new ticket creation notification to the original creator of the ticket. We have an option for you notify the other recipients of the ticket with the same notification too.
Follow the steps below to enable cc/bcc option for New Ticket Auto-responder :
Once this is enabled, all the CC's and BCC's will also start receiving the New Ticket Auto-responder like the original client.
You can also enable 'Include attachments' option if you would like to send attachments (of client's original message) along with the New Ticket auto-responder.