I have already enquired this request / issue with Zendesk Support Team and they said are considering to implement in the future.
The issue / Request below.
I have a primary email that is email@example.com and is linked to Zendesk Account email (firstname.lastname@example.org).
I am also adding another few External Emails (different brands owned by the same company) and wanting to separate tickets system from each other.
There is no issue when Customer creates Tickets (the first conversation is coming from the customers).
eg if customer is enquiring to the 2nd email (email@example.com), the tickets is created and liked to firstname.lastname@example.org. I can reply the tickets with email@example.com automatically.
However, when I create tickets on behalf of customer for the 2ndbrand. I am not able to send the ticket / email to the customers with firstname.lastname@example.org. Meaning once the conversation starts i have to communicate with the primary email (email@example.com) and the tickets mix up with other brands.
Hopefully, there is another way around to fix the issue or please implement function to allow us to select which registered emails I can create tickets with.
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