We can create an ARC (automatic record creation rule) so that when customers write emails to us, the system will automatically create a support ticket (a case) in Customer Service. Then, system will send email inform customer that a ticket has been created.

Now we want the email is CC'ed to our agent as well, to notify the agent that the case is created. However, there is no CC field in the email templates, so we can add the agent email in it.

Therefore, please add the CC field in the email template.