I would like to see the ability to add on an email address or two as a "CC" field. This allows for us to be able to add people to the email responses of the ticket that are sent out from us.

Right now in eTicket, you only have the one static field that has an email address.  I would like to see the ability to add on email addresses so that the message will go to more than one person.

The problem is now when we have a customer submit a reply, only the customer and us see the message.  Sometimes we need to have more than one person get the message so that all of the techs assigned to resolve the problem on the customers end get the same message.

I was thinking that these additional emails would use the "cc" field and not the "to" or "bcc" (for obvious reasons).

Does that clear it up a bit more?

No, when you reply to an open ticket.

For example, you're writing to a customer, say...user@domain.com.  Then, there's another person that needs to see the emails as well (the users boss).  You could click a link at the top of the ticket to add a "CC" email account that would receive the Support Agent responses.

They way that we have our support system setup is that customers cannot email directly in to eTicket (except high-priority customers) so they must use the web-based version to reply.  However, sometimes with a single ticket, we need to send a copy of our reply to a third party.  However, with eTicket, you can provide the reply to the main user, then you must either open a new ticket to provide the third party with the same information or send the information out of a separate email account (which is what we currently do, but is twice the work).

Other support systems allow you to add "CC" and "BCC" email addresses (single line entry with comma separated addresses) so that you can add one one email address for that response.

I've attached a screenshot that may help to explain this better.