I have following scenario: After an agent clicks on “send” in a reply, I want to check the response for a specific pattern and if it matches add an cc or bcc to the response before sending the message. We need this to to send a copy to a rating system.
I thought I can achieve this by intercepting the “ticket.sendReply” event (Events Methods), unfortunately the data object seems to be read-only.
Is there a way to intercept the “ticket.sendReply” event and change the data, eg. add an cc or bcc?