Change "To" field when using Agent Reply in Freshdesk

  • 24 January 2022
  • 8 replies

Userlevel 3
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When an Email is sent by customer, few TO Email Address are marked along with the Support address and when the agent is replying, customer wants the To Field to be editable so that the response can be provided to the actual To ID of the email instead of the Sender of the email, Possible?

8 replies

Userlevel 5
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Hello @vinothkumar.manoharan,


At the moment, Freshdesk does not support editing the To email address in the reply editor everytime the agent responds on the ticket. Alternately, you can copy the required email addresses in the reply editor to send the responses accordingly. Feel free to drop a note here for any further help!



Freshworks should really look into this and consider its implementation even in Freshservice. This is a basic operational requirement. We can’t be just Cc persons that requires to be addressed directly in any communication.

Any update ?

Userlevel 5
Badge +5


Adding on to the thread, this is still not available within the product as of now, since providing the ability to agents to edit the “To” email might cause discrepancies while replying back to threads.

If there is any specific use-case please feel free to drop a DM to me, and I will let you know if there is a work-around for your case.


Any Update on this?

We have currently the problem that we use two different Freshdesk platforms to navigate all our workload. When I want to forward the ticket from one platform to the other, we cannot edit the “TO” so we still are stuck in the conversation and the reply to the original customer is very inconvenient - since you have to create a new reply within freshdesk and copying all the content

Just wanted to add my two cents. This is a problem for us too. We need to be able to edit the To: field, because someone can caught in a back and forth string of emails that has nothing to do with them. Please make this available!!


This is an issue for us as well. We have a ticket that was made and the person that made it is no longer with that company. When we attempt to reply to the persons that requested she be removed, it is sending the email to the original person who no longer works there. We need to be able to change the to field. Allow the end users to worry about how this will affect the original ticket. 

This is a big problem for us to. The situation for us is that clients sometimes send mail directly to one of our agent’s personal mail address. When the agent forwards the mail to Freshdesk and write a reply, the reply will be sent back to the agent and not the customer.


Our current workaround is to fill in the customer’s mail address in the “Reply-to” field when we do the mail forward, but sometimes people forget doing that. We have also experienced the same situation as someone else in the thread, that the person at the customer’s side who initiated the discussion left the company before the issue is resolved.

If changing recipient address in the middle of a thread compromises Freshdesk’s capability to maintain the thread as someone suggested above, then at least I think it should be possible to clone the thread with a new recipient address and close the old thread, or some other work around .