Forums / Feature requests / Move "Ticket ID #" on the...
Move "Ticket ID #" on the Subject Line to the End of the subject lin
Submitted Aug 09 by jo
It would be nice that when the trigger system notifies requestor that ticket was received or that comments were updated that the phrase Ticket #nnn would actually be at the end of the of subject line.
The requesters just use their emails to track their stuff and depend on those Subject Lines heavily to scan their email inbox. When zendesk inserts the Ticket #nnn in front of their subject line, it throws them off, as they may not use the Support system at all and wholly depend on their emails.
I've seen 2 other help desk systems and they typically add the ticket #, case #, etc at the end of the subject line with curly braces or brackets or parenthesis. I'm really hoping you will change it to this.
Thanks for reading!
Comments
Ok... duh!! :)
If I put in this: {{ticket.title}} -[#{{ticket.id}}] Received! the subject line works as expected.
But the "Notify assignee of comment update" which has
Email subject of: "{{ticket.title}}" Updated! has a
result of this in the email: Ticket #51. "some title" Updated!
So, this has includes the Ticket #51 if I don't actually set a Ticket # in the subject line.
Then the other test I did was: {{ticket.title}} Updated! - Ticket # {{ticket.id}}
But because there was a space, it still included the default Ticket # at the beginning of the subject line.
So, to end this crazy analysis -- Put the # sign beside {{ticket.id}} like this: Ticket #{{ticket.id}} and then it should work!
Hope this helps someone.