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Sometimes you need to ask another staff member a question regarding a ticket. By CC'ing them, you include them in the ticket while maintaining ownership of the ticket. Towards the bottom of the ticket, you can choose them type their email address in the CC Note to drop down list. Only users with LibAnswers accounts appear in the list, and as such only they can be added as CCsAnswer to textbox.
After you add a CC'd User, that tech will receive all further communications on the ticket until they are removed. It is important to note that that tech will not receive an automatic email when they are added. You need to add them, then send a message through the system.
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