I'm not able to do much with the CC field for Help center users, as it is a somewhat special field today.
It is not visible amongst other ticket fields and it can only be activated at a specific place: Settings > Customization > General Settings > Allow CCs on tickets [switched on] + End users can add CCs on Help Center [checked]
I can merely switch it on or off.
Switched on, it shows as the first field on the new ticket form and as an editable field in the end-user ticket, once created. However, it lacks these possibilities (list non exhaustive), that other ticket fields do have:
- reposition the CC field on the new ticket form
- add a tooltip
- use it in layout rules
- modify permissions or settings for this field
New ticket form, CC field always on top
Make the CC field for end users a 'normal' field:
Make it available as all other fields in the Settings > Customization > Layouts and Fields section and submenu's. Provide similar functionality as other fields.
The 'Email' field is there already, so why not add 'CC'?