I can see progress on the setup of child tickets, but I’m surprised the “To” field’s behavior hasn’t changed, or that the setup isn’t adjustable. Currently, it seems the only way to change it is by manually updating it after creation, which adds extra work for the agent and isn’t ideal.

When creating a child ticket, it’s only possible to send or assign it to a group or an agent, which works well for internal collaboration. However, this approach is limited for organizations (like ours) that need to work with external partners.

Question: Why isn’t it possible to send a child ticket to an external email address instead of assigning it directly to an agent?

While email side conversations allow sending to external addresses, this option isn’t available for child tickets. 🙄

Use case:The use case here is that we’re working closely with an external organization, so ideally, the assignee would remain the same as the parent ticket by default without the need of changing the assignee or type it manually (waste of time), and the “To” address could be set to an external organization.

Why this matters: Email side conversations don’t support custom fields or apps, whereas child tickets can map nearly all fields from the parent ticket, which is highly beneficial. We rely on various apps in the sidebar that only work with tickets, not with email side conversations.

Is it something on your radar Zendesk?

Appreciate your response on this feedback.