How to control which Zendesk fields to copy when creating sub-tickets in Escalator

One of our customers recently reached out with a question that we suspect others might have too: 

When we use the 'New ticket (copy fields)' option in Escalator, it automatically includes all the CCs from the original ticket. Is there a way to exclude them?

This is a common scenario for support teams. You're creating a related ticket - maybe escalating to a different team, or splitting off a separate issue but you don't necessarily want the same audience looped in. Maybe the new ticket is going to engineering and doesn't need to include the customer's colleagues. Or perhaps you're routing it to a vendor and want to keep it internal. 

The solution

Escalator gives you granular control over field copying through the sub-ticket customization settings. Here's how it works:

Navigate to App settings > Sub-ticket customization, and you'll see options for the 'New ticket (copy fields/copy unsaved fields)' feature. 



To find out more about these settings, click here for the Escalator user guide.

You have two approaches:

1. Copy only the following fields - Escalator will copy exclusively what you specify
2. Copy all fields, except for the following - Escalator will copy everything except what you list

Supported fields

You can now control any of these fields (they're case-sensitive, so enter them exactly as shown):

assignee, group, requester, priority, tags, type, problem_id, description, custom field ID, collaborators, followers, sharedWith, due_date, organization_id

Enter multiple values separated by commas.

For the CC issue specifically

Here's the key detail: collaborators represents CCs in Zendesk.

So if you want to prevent CCs from being copied into new tickets:

• Select "Copy all fields, except for the following"
• Add collaborators to your excluded list
   

That's it. Your new tickets will copy everything else but leave the CC field blank, giving you a clean slate to add only the relevant people.

A more selective approach

Alternatively, if you only want a handful of specific fields copied, you can flip it around:

• Select "Copy only the following fields"
• List only what you need, like: requester, priority, description, tags
   

This approach works well if you're consistently creating tickets that need the same minimal set of information carried over.

Why this matters

These kinds of workflow details might seem small, but they add up. When your team is processing dozens or hundreds of tickets, having the right information automatically copy over while having the wrong information automatically excluded saves time and prevents confusion. It's the difference between creating a clean, properly-scoped ticket in one step versus having to manually edit fields on every single one.

If you're using Escalator's sub-ticket features and running into similar field-copying questions, the sub-ticket customization settings are worth exploring. They give you the control to make the tool work the way your team actually works.

Click here for more information or to trial Escalator for free.