Having CC in support replies is pretty handy in the following scenarios:
- If you need to involve somebody in your organization in resolving an issue without having to assign the ticket to them
- If you need to involve people from the requester's organization in the process of resolving an issue.
As you can see below, the Add CC button fits in real snug in the simple Gmail-like ticket interface SupportBee has. Also, it comes with the goodness of auto-completion for email addresses of agents within the system.