I just tested Zoho Desk briefly, and I see that they have one feature that have been sought after for a long time among our support personnel, which is the ability to reply to individual email threads in a ticket. Very often, someone else (CC recipients) than the ticket requester sends a reply on a case, and when we reply on the case, the reply will always go to the original ticket requester. Currently we are working around this by either changing the ticket requester temporarily or use the forward function, but both these ways are a bit tedious.
See attached screenshot which illustrates how Zoho has implemented the feature in their system
