Recently we noticed that while using our Ticket Audits API , if you had two users with identical names who had been added/removed from the CC'ed list, the Ticket Event would not reflect the changes.
In addition, the Ticket Event did not display the entry associated with the list of CC's. And lastly, if you simply swapped the CC's around without adding a comment, the change was not reflected in the UI or in the Audits.
To fix this problem, starting March 26, 2015, we'll simply record changes to denote when a collaborator changes, and by storing name and email, we make it unique.
Though we don't anticipate this to cause any problems, we wanted to clarify that as this goes into effect, Change Events will have the attribute 'User <email>' instead of 'User', like so:
"value":"Agent Extraordinaire <firstname.lastname@example.org>",
We're here to help ease this transition, so if you have any questions, email email@example.com and we would be glad to help.