Last updated: 2023-08-28

Source: https://support.freshdesk.com/support/solutions/articles/225151-is-it-possible-to-forward-the-ticket-to-an-email-address-whenever-a-new-ticket-is-created-

Yes, you could either set up a new rule under Admin > Workflows > Automations > Ticket Creation to add a CC whenever a new ticket is created, or you could add the user's email address under Admin > Channels > Email > Advanced Settings > Set automatic Bcc email.

This email address would be automatically included in all helpdesk communications.