Hello,

In the previous version of Zoho Desk, help desk agents were able to easily add more people on to the ticket by using the CC field in the ticket properties pane on the left side. My boss has not switched over to the newer view style and still sees the field, but other team members have switched, and the field is not available to them. Currently, we are working around this by adding new CC's to the message recipients directly when replying to tickets, but we would like the field back as a long-term solution.

Please advise where we need to look, in order to reactivate this fundamental feature.

Best regards,

Ben