Can I use a trigger to CC end users automatically

Yes, with Ticket > Add CC. On accounts with the updated experience that action is Add follower instead, which changes what it does.

Yes. The action is Ticket > Add CC, and conditions decide when it applies. One thing to check first: on accounts with the updated CC and follower experience, that action is replaced by Ticket > Add follower, which is a different thing and changes who sees what.

Should I add a CC or a follower?

A CC is visible to everyone on the ticket, including the customer, and sees public correspondence. A follower is invisible to the customer and sees internal notes as well.

So if the person you want to add is a colleague of yours rather than of the customer, a follower is almost always what you meant. If your account only offers Add follower, that is the updated experience and not a missing feature.

The use that works, and the one to think about

Works: a shared mailbox that should see a category of ticket. The customer's account manager, or your finance team on billing questions. One address, added consistently, without anybody remembering.

Think about: adding individual people, particularly other customers. Everyone on the ticket sees the CC list, so adding a second person discloses their address to the first. Within one company that is usually fine. Across companies it is a complaint waiting to happen.

Narrow the conditions accordingly. A rule that CCs an address on every ticket from an organisation will eventually CC it on a complaint about a colleague, a personal matter or a dispute. Condition on the form or the category rather than on the customer alone.

See also

• Triggers for CCs and followers
• CCs and followers: what the difference is
• Can I automatically CC everyone in an organisation