Proposal: Implement auto CC in Zendesk whenever a support engineer responds to a ticket

Description:

Wanted to introduce functionality to automatically Carbon Copy(CC) a replier on a ticket in ZD.

The reasons would be:

• we automatically CC responders on Gitlab issues
• that sometimes I respond to tickets (especially as FRH) and forget to CC myself and then I don't get straight away the response from customer
• I have a specific "view" where I look at tickets on which I have been CCed(and therefore have context) (similarly to what @greg described here: https://gitlab.slack.com/archives/CCBJYEWAW/p1588710226400600) which I could document in the handbook as I think it makes my life easier. Other people can also CC me on tickets to easily get my attention.
• getting updates to tickets on which you have context (as the guidelines suggest you have 40% response rate on tickets that you don't own)
• reassigning a ticket will stop sending updates to the original owner
• right now you need to manually CC yourself when responding, so why not automate that to reduce toil.

Ideally the automation should trigger when you start editing or sometime before clicking submit so that people who don't want to be CCed can opt out by removing themselves from the CC field before hitting "Submit".

Alternatively, as @mhuseinbasic has suggested we could create individual custom views in ZD that show tickets on which you responded or are CCed on (https://gitlab.slack.com/archives/CCBJYEWAW/p1589965879092000), but that will create individual solutions to a relatively common problem.