Support ticket e-mail notifications for users/contacts

[SDK]

Hello,

I ran into an issue, and am unsure if this is by design, or a bug, however I could not find any further documentation outside of setting up support e-mails.  My example is below.

 

Client X has Admin/Superuser (Whichever is the correct term) Sam, along with User Mike and Contact Will.  Mike has View & Open Support Tickets permissions, and Will has Support Emails checked for Email Notifications.

When Sam creates an support ticket either through the portal or via email, Mike and Will do not receive a CC email from the ticket, however they do receive CCs after the initial response from the Support Team.

Within the Portal, Sam is able to add Mike and Will as a CC manually to the ticket, however Sam would like to have both users CC'd on everything related to Support, including receiving the initial email sent to the team, without having to log into the Portal and view it.   

 

Is this possible, or is this something I perhaps overlooked?  Do all Contacts have to be added to User and given specific permissions?  It seems quite wasteful of time to have to CC the same users onto every single support ticket.

 

Best,