is there a way to add an external cc contact automatically to incidents

Hi Brenden, 

Thanks for that

Use the External Watchlist to CC people. Enable External CC under your Service Desk Account-Wide Settings.

Do you know when this might be implemented? 

In my workplace we often need to CC in other contacts that are not part of the service desk and having the ability to CC them into the ticket would be a great addition

To be clear, no one at Citrix has expressed any reluctance about this feature request, it simply hasn't been implemented yet. 

Also a great idea (CC and BCC), though it would require an actual content capable company profile record, something Citrix has been reluctant to do.