Hey @smcs
This should be a bit easier to implement now that we have a mail queue in the database.
The database schema needs to be changed to allow it to store an email address to notify (ideally we'd just allow a single address - this would be a shared mailbox / distribution list on the mail server side).
Then we need to add some logic in all the places that tickets can be created (client portal, email cron, agent side, API, etc), to insert an entry into the database mailer table.
