Agreed, subject lines are at the top of our feature request list as well.

Most existing support systems have subject lines, including email. Even this support forum has subject lines. I'm curious why this feature missing in Zendesk?

In theory, subject lines are redundant. As Cory mentioned, users are not that good at subjects. Also, we wanted to make the online request process as simple (zen?) as possible - one text box. These points are part of the original reasoning behind the missing subject lines in Zendesk.

A gazillion tickets later, we realize there are many setups where subject lines makes a lot of sense. Subject lines will debut as an option at the same time as custom fields - or shortly after.

I agree - users are not good at subject lines, but Agents should provide this analysis.

Configurable options seems the way to go to cater for different modes of operation.

Yes, please!  This system is way better than anything we have tried so far.  This would be my first suggestion.  If you could add subject line and make it optional in setup, everyone wins.  The description I get now is no help at all.

Actually, I've trained my clients to use really good subject lines, prior to my use of Zendesk when I managed my emails via subject lines. They (my clients) are now rather disappointed that their subject lines are truncated as they mainly submit tickets via email. They're asking if they can see their full subject line as that is how they manage their emails.  Can't wait for this feature to roll out. You guys have an amazing product. Thanks!  :)

(But yes, I agree with the other statement, that some clients have awful subject lines. But whenever I tell them that it expedites the work, they seem happy to assist.)  :)

would it be easy enough to add the ability to edit ticket titles from client-submitted tickets? My clients are sending tickets in via email and it contains some awful trash such as 'Fwd' or worse still, 'Fwd: Re: Re: Re: Re: Fwd:' - ugh.

Being able to edit the ticket itself would also be useful, as you can imagine all of the in-line replies that such a ticket includes that are totally superfluous and ruin the ticket's display page entirely, making it less immediately identifiable what the problem actually is.

(apologies if you can already do this, I just can't find it.)

Rich,

For our next big update (slated for August 23rd), we'll add proper subject support - and it will be editable.

That's jolly exciting. Super news Alex. Good bloody work.

Subject is now available. Enable the feature by activating the "Subject" ticket field on the tab "Manage" => "Ticket fields".