Can I use triggers to automatically CC end users?

Question

Triggers can only be used to automatically copy agents on a ticket. There are two alternatives to copying end users on a ticket.

Set up Shared Organizations to allow all users within an organization to view their organization’s tickets as well as comment on them. For more information, see the article: Setting up a shared organization for end-users.
Create an email target that notifies your external end user when your trigger conditions are met. For more information, see the article: Notifying External Email Addresses. If you’d like the external user’s reply to also update the ticket instead of generating a new ticket, see the article: Allow email target responses to thread into an existing ticket.