You can now add a BCC option when setting up your Forwarding Email. When an agent replies to any ticket, this option sends a BCC copy to the designated email. This feature was developed so you can send a copy of emails to systems such as CRMs that use emails to sync/store information. You can also edit existing forwarding addresses to include this.
Top menu click on "Admin"
Left side bar menu, click "Email"
Choose "Generate a New Forwarding Address or click the pencil edit icon of an existing Forwarding Address
Click on "Optional Settings" and enter the BCC email: