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Allow to change CC email subject, not only text

Sergey Lukerin
suggested this on April 26, 2010 07:26

Hello. 
I want to modify default Cc subject to my custom subject, but in Ticket options I can set only "Cc black list" and "Cc email text", no "Cc email subject". 


I.e. need to add company name in Subject

  •  {{ticket.organization.name}} {{ticket.account}}

and don't like default format

  •  [{{ticket.account}}] 

For example [{{ticket.account}}] Update

 — not localized!

 

Comments

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Jeff Moyer

+1

I want to change the CC: Subject line to this:

[{{ticket.account}}]  Update: (#{{ticket.id}}) {{ticket.title}}

 

With the current implementation, I am unable to do so. The new hash mark implementation makes it more confusing and difficult to manage subject lines in general:

https://support.zendesk.com/entries/190225-an-important-update-to-a...

June 29, 2010 13:44
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Graham Wong

+1

with the recent change that caused the huge hubbub about adding the token to the Subject line as well as the statement that Zendesk will not be adding an easily accessible method of finding the token in the ticket itself, this seems like it would be a logical customer feature, i.e., we can at least add the ticket number back into all email communications...shouldn't all email communications be customizable by the customer in a similar fashion? Does this seem inconsistent to anyone else? I understand the need for the token but do NOT understand:

  1. how you can introduce a unique ticket identifier but NOT be able to find it without looking in an email from that ticket! even in salesforce.com you could add a custom field to the ticket that displayed this token value!
  2. why CC: generated emails do not have the same template-based customization features as all other Triggers
June 29, 2010 15:23
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Will Dobbins

Being able to modify all end user communications is vital IMO.

January 06, 2011 12:09
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Rollie Villaflor
Versata

+1

This feature would be very useful for many.

April 02, 2011 09:23
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nobu horii
rigaku

+1

As we are planning to setup a Japanese Portal Site, it would be beneficial for us to customize this CC subject line.

(We would like to use a Japanese letters for Updates, Received and/or CCs !)

 

Hope this would be in the Road Map on Zendesk. 

May 19, 2011 21:23
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community engine

I recently discovered I was am not able to customise the CC email notifications subject line to be consistent with all our other email triggers, so this will be greatly appreciated if you can get this enhancement in soon.

October 12, 2011 17:46
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Jane Fleming

Please add this functionality. As mentioned above it is both strange and annoying that you can customise the subject line of most email triggers but not for cc emails. 

November 01, 2011 17:27
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Mike Emersic

+1

I also back up this feature request. We've recently modified our trigger notification subject lines, and now the CC notification does not match up. This greatly affects our agents who use e-mail filters to organize and sort through requests. Not to mention the inconsistencies between customer notifications and CC notifcations.

Please add this ability as soon as possible. Thanks!

November 09, 2011 13:22
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community engine

Hi Zendesk,

A response on your stance on this matter would be greatly appreciated. Is this a feature thats in your product roadmap or is this something that has not even been considered yet?

November 16, 2011 20:50
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Alun Carp

Perhaps the CC section should be removed and CC email handling be moved to the triggers, that way we could have complete control over what gets sent to CCs.

The more I use Zendesk, and certainly the more I look at items in this forum, the more disappointed I become. This item was posted almost two years ago and there has been no response from Zendesk. If we ran our support organisation like that we would quickly run out of customers.

January 18, 2012 16:15
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Alun Carp

Hmm, I just checked another Feature Request I commented in on this subject (https://support.zendesk.com/entries/20055753-ability-to-format-subj...) and Jake Holman replied on Nov-30 2011. I didn't see a notification email so completely missed the update even though I was subscribed.

To quote Jake "At the moment, there's no immediate plans to make changes to this area of the product. We have not seen a large demand for this just yet, and as a result can't assign the development resources needed."


January 18, 2012 17:24
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Jane Fleming

Couldn't agree more with your comments Alun. It's all very frustrating.

January 31, 2012 20:35
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Cat Dumitru

This is definitely vital to my company's Help Desk. 99% chance we can't use Zendesk because of the "Zendesking the comments" title.

Ideally it would be something like

Re: {{ticket.title}}

so that the communication would stay in the same thread for everyone, and separate ticket updates would stay separate in the inbox of those CC-ed.

Also, the 8 people max limitation for the CC list is another show-stopper.

June 01, 2012 17:38
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Jake Holman
Product Manager

Thanks for all the feedback folks. At the moment there's some disconnect in Zendesk between email content which Zendesk sends out that you can customize and email content you can't, which also extends itself to subject lines and email bodies too, so I appreciate that must seem confusing and perhaps frustrating at times. 

I'd like to open up the ability to customize the email subjects of all outbound email communication from Zendesk to your customers. Before I do that, though, I'd really like to hear what it is about the current subject lines which you don't like, and why you'd like to change them (except for those who have given a detailed response already, of course).

One thing I would like to point out is that opening up customization for strings in Zendesk makes the task of internationalizing the product more challenging, both for us and you - so I'd love to hear some thoughts and suggestions around that, too.

June 03, 2012 00:11
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Cat Dumitru

Hi Jake,

Thanks for your post. As I mentioned in my previous message, the biggest issue I have is not being able to customize the "Zendesking the comments"  email subject in the messages going out to the CC-ed parties. Moreover, even if that was changed to something more relevant (e.g. Company Name: Ticket Update), it still doesn't solve the issue of grouping unrelated messages in Gmail.

It would be nice to have full access to all the placeholders in setting the email subject, so that we can simply use the same title in messaging the CCs as in emailing the requester. Each ticket is different and might include 20 updates, grouping all of them together because of the static title would only create confusion.

As a side note, it might make sense to move that from Settings > Tickets to Triggers, because it is very out of the way.

June 03, 2012 21:19
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Kyle Barry
airwatch

Our support organization interacts heavily with customers who use their own ticketing systems, and we need to be able to seamlessly pass our tickets back and forth. We can do this in most cases by customizing the trigger email subject to include specific fields (3rd party ticket ID, for example), but cc-ed emails can't be customized in this way.

Use case - Normal triggers (Works well):

  1. Our customer (customer X) creates ticket in their ticketing system for their own customer (customer Y)
  2. X's ticketing system automatically sends an email to our system and a ZD ticket is created
  3. Our agents pick the ticket up and then update ticket with public comments
  4. Public comment triggers an email to customer X with customized subject
  5. Customer X's ticketing system automatically updates with our comments since it was able to process the incoming email via the customized subject

Use case - CC's (doesn't work well):

  1. Our customer (customer X) creates ticket in their ticketing system for their own customer (customer Y)
  2. X's ticketing system automatically sends an email to our system (ZD - renamed "ASK") and a ZD ticket is created
  3. Our agents pick up the ticket and realize they need to respond to Y (not X); they change the requester from X to Y and then add X as a "CC" so that their ticketing system stays apprised of updates
  4. Our agent updates ticket with public comments
  5. Public comment triggers an email to customer Y with customized subject
  6. Public comment also triggers an email to CC-ed users (customer X) with non-customized subject.
Since the cc-ed users get a non-customized subject then we are unable to seamlessly send updates to some customers. Our agents currently update the subject of the ticket manually to ensure that the correct format is present. 
June 12, 2012 22:55
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Therese Erhard

+1 on personalizing cc subject. 

It would help our agents and customers who sort their emails as conversations. This does not work unless we have the same email subject on all updates from a ticket. 

August 14, 2012 01:48
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Matt Zaglin
tpco

+1 on this for me as well.  It seems silly that we can customize all the other communication, but not this.  It should be brought out to the 'Mail & Triggers' section.

December 04, 2012 18:42
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John Pohan
americantoursintl

+1 to this, it would make Email based support a lot more streamlined.

Jake, as for your response "One thing I would like to point out is that opening up customization for strings in Zendesk makes the task of internationalizing the product more challenging, both for us and you - so I'd love to hear some thoughts and suggestions around that, too.", I don't quite understand how making a customizable subject line makes internationalizing the product more challenging? Would it not make it easier as then we can customize it to our needs (international or otherwise)?

As an added note, how is this different then a message sent to the Requester? I don't know how this is done on the back end but it feels like CCed messages are just a very restrictive "Notify requester of comment update" trigger (but to CCs instead).

December 06, 2012 10:46
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Nick L
clustrix

We'd really like this as well. We just noticed the disconnect in ticket titles caused by this after doing an audit of all our triggers and realizing CC wasn't one of them.

February 25, 2013 16:36
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Scott Sullivan
clustrix

This is really bad. Triggers and Mail notifications manage all communication in a nicely flexible manner... except the CC notifications which are extremely restricted. Just nuke the old feature and expose CCs in triggers. How hard can this be?

We've been working hard to make all our notification pathways uniform and helpful with proper subjects and links and threading, but for the CC list which is probably the bulk of communications, we have so little control. Please, please, fix this soon.

February 25, 2013 16:43
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Sumeet Sethi

+1 on this. It would be helpful to change the subject in CC . Waiting for this feature to be added.

March 28, 2013 08:19
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Shane Davey
rivo

+1 On this from us as well - we find that if an agent is CCd they receive an email without the ticket ID which makes it hard to chase up or update the ticket in Zendesk (I've taken to manually including this in my private comments which is a pain). Some of our light agents have also asked to include the organization in the subject as well so they can easily see which of our clients the ticket relates to.

April 04, 2013 21:27
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Stephen Pryke

+1 for this! It would be really useful

April 29, 2013 23:32
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Wayne Kelly

+1 million

This is a critical feature we require.

We are a software provider and we include our internal customer Account Managers as CCs on support tickets, so they have visibility of customer issues, and are able to get involved and manage customer experience. Our AMs are not Zendesk Agents.

We need to have the {{ticket.organisation.name}} included in the CC email subject line, or our AMs have no idea who the ticket is about... meaning which client it relates to.

This is a bare minimum request. Ideally, it would work the same was as the other trigger email notifications and we could use the same placeholders.

I expected this to be available. Including the ticket Requester organisation name in the CC email subject is a not-negotiable requirement for us.

 

Please provide an update on this issue. I need to know how long it will be before this issue is resolved.

May 22, 2013 00:01
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Zoltán Gergő Kiss

this feature is essential for multi language support too. 

I'm Hungarian, and using zendesk as mail only (because there is no Hungairan language yet), but its very unprofessional to have the english "update" word in each e-mail subject (when someone is cc'd)....

May 23, 2013 01:40
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Lisa Almarode
vmwareg11n

Company name change and I'm going through and updating subject lines for all emails for various triggers.  It's beyond surprising that there's an ugly and not very functional subject line just for CCs. Please make the CC subject lines controllable.

Everything else in our zendesk system has so much control my head spin sometimes... but not this?

June 26, 2013 19:46
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Christophe Olivier
virtualbridges

I need that too so that I can make the subject of the "CC" email notifications the same as the automatically "triggered" notifications.

Thanks for considering this.

Christophe

June 27, 2013 08:50
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James Hannan

I have created uniform Subject line for all triggers, which allows for easy sorting in Outlook. However, the subject line for anything someone is CC'ed on is different to all trigger emails.

We need this feature request so I can make the subject line on CC emails the same as the triggers.

July 09, 2013 13:26
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Ricardo Alfaro
fame

+1 This would be extremely helpful!

July 31, 2013 08:32
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Wayne Kelly

Hello Zendesk,

There are at least 6 different threads about this issue in the Feature Request forum section. Is there any update on when this will be addressed?

Wayne

August 09, 2013 07:00
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Christophe Olivier
virtualbridges

Hello ZD,

I am starting to wonder if someone is taking our requests into account...

I would appreciate an update too.

Thanks,

Chris

 

 

August 09, 2013 08:23
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Tom Morris

Got bored waiting for Zendesk to fox this, so I made this: http://bit.ly/18oYV7K

August 12, 2013 05:55
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Tom Morris

Haha... *fix

But fox too.

August 12, 2013 07:12
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Jacob
sumnerphotography

This would be a good one to fix guys... CC is a useless feature if you can't change the content. Make it a trigger like all the other email communications are.

August 29, 2013 13:28
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Franklin Frith

I find it hard to believe that after all of this time, the fix for the CC customization is handled. I also find it hard to believe that one has to scroll all the way down to see the most recent comments on tickets. The most recent should be first.

These are some very basic fixes.

September 12, 2013 16:45
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Nick L
clustrix

@Franklin: You can change the ticket comment view to "recent first" in the

Settings->Tickets options by toggling:

 Reverse

List ticket comments and events in the order of latest first, rather than oldest first.

As for the CC being unmodifiable and nothing like the other email Triggers... yeah, this is terrible, really ugly and something we're getting complaints about from our customers. Unfortunately I've given up on thinking that Zendesk will fix items like this a long time ago.

September 12, 2013 16:50
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Scott Sullivan
clustrix

The CC notification problem is killing me. As part of our workflow, we notify the requester on ticket creation... but the people they CC:d on that ticket don't hear from our auto-responder, they only get public comments following the initial create.

I also want to implement a rule that notifies the requester and cc:list on marking a ticket as Solved. Sorry, I can only do that for the requester. The cc:list will get any public comment made while solving, but in the case of a silent solve they won't get any notice at all.

This is especially annoying since with our workflow the person who opened the ticket doesn't always remain the primary participant. Many of our tickets consist of interactions between our support team and several people on the cc:list. The role of "requester" is pretty fluid and thus several people may be in that role simultaneously for a given ticket. Only notifying one of them, who may have tuned out days ago, that the issue is resolved is really bad service.

It's just so frustrating, we're looking at other options for a ticketing system.

September 12, 2013 18:59
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Franklin Frith

@Nick L  - Clustrix

Thanks for your comment about the recent comments first. However, this option only applies to agents. Customers see old comments first and must scroll down to the bottom to see recent comments.

I urge people to comment on this issue here

https://support.zendesk.com/entries/20241988-Allow-control-of-the-order-of-comments-for-end-users-

September 14, 2013 11:05
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Craig Willis
hostanalyticsinc

Count me in as needing to be able to change the subject line for CC.  I would go a step further and say that I would want to be able to set the content of the Subject Line separately based on whether the cc'd is an Agent or an End User.

 

Craig

October 03, 2013 08:33
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Brett

Here's my email exchange with zendesk support, to better help you understand my needs. The truth of the matter is, that what I want is so basic and it's shocking that there's no work around.

 

Hello - I have spent the last several hours for the last couple of days trying to better understand and change the way we receive certain emails via triggers.

When we receive an inbound email we have created triggers so that it says **support email** (see first attachment).
Then when an agent responds we cc the other agents.
The problem occurs when the end user then responds to the ticket, in this case the other agents who were cc'dd, then receive a ticket that says [TickPick] Update instead of the **support email**, which messes up the thread in gmail (see attachment two).
I have looked everywhere to change the trigger or automation that sets the subject line: "[TickPick] Update" but I can't find it.
Please help at your earliest convenience.
Brett
Zendesk Response:

Hello Brett,

Thanks for reaching out to Zendesk! I understand what you are trying to do, however I think you are running into a limitation of the CC'd user feature, as it is also controlled by the same trigger that notifies the requester of a comment update.

By the nature of the CC'd user function, your CC'd agents are receiving the [TickPick] Update because the trigger that is affecting them is the "Notify Requester of Comment Update"

This is by design normal, so there's not really anything you can do to both A) notify the requester with a specific title and B) notify the CC'd agent with a specific title at the same time (because, the trigger essentially refers to both as requesters)

 

My Response:

We are very flexible as to how these triggers are set up. And wouldn't mind changing it all.

We really just want to treat it similar to how regular email works and would get rid of everything in the subject line besides "{{ticket.title}}" so that there's no problem with the two different subject lines that you mentioned.
FYI - I don't even see where [TickPick] Update is getting assigned? I don't see it in any of the triggers, hopefully this doesnt matter and there's a simpler solution.
Thanks,
Brett
My last comment, as our staff continues to grow this is going to be a larger issue, if this is not fixed sooner rather than latter, we'll have to find other solutions that can address this.
October 15, 2013 13:08
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Matt Zaglin
tpco

@Brett - we faced a similar issue, but quickly realized that we wanted to keep all of the agent/user communication within the Zendesk ticket, and not through email.  This was especially true with a larger end-user base.

However, to keep all agents in the loop, I set up an additional trigger that aside from sending the update to the end-user, also sends an update to the particular group of agents (management / dev team support / testing teams / etc).  This allows you a bit more control over what email is sent to the additional groups.

MattZ_zendesk-teams.png

October 16, 2013 06:47
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Brett

Thanks for the note. Our agents reply all to the support tickets, so all agents get the initial response from the first agent. The problem is when the end user replies, the other agents receive an email thread that's now different, and difficult to continue to track.

October 16, 2013 09:28
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Hassan Bellinger

I would also like to request that the subject field of CC's be made editable. We would like to remove [{{ticket.account}}] from our instance, but cannot as of present due to being unable to modify this functionality.

There is clearly a level of interest in this as expressed here: https://support.zendesk.com/entries/20055753-Ability-to-Format-subj...

Please alert us as to if this will become a planned feature.

Thank you.

October 16, 2013 09:49
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Franklin Frith

I am also still waiting for the ability to modify CC emails (both subject and body)

Matt Z (above) stated the following:

"but quickly realized that we wanted to keep all of the agent/user communication within the Zendesk ticket, and not through email."

We prefer to have our end users and agents use the portal as well and not depend on emails. However, upon communicating with our end users, and signing in as an end user, we quickly discovered why our end users don't want to use the portal...they have to scroll down to the bottom of the ticket to see the most recent comment. To be honest with you, this is ridiculous.

October 16, 2013 16:53
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Hassan Bellinger

Interesting. For us, we have a pretty split user base of persons who use the Portal, and those who practically operate out of e-mail only. Indeed, many persons have accounts in our helpdesk (many of whom were imported from a prior solution) who have never actually logged in once since it's "Go Live" date.

October 17, 2013 05:57
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Tom Morris

@Hassan: Me too

We're paying for a premium to use Enterprise so that we can use Light Agents but we can't use them properly because we can't adjust the emails that get sent to them when they're CC'ed to a query.

October 17, 2013 06:00
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Matt Zaglin
tpco

When end-users communicate to the desk, we aren't picky how they do it.  What  I meant above is that we strongly prefer all of our agents use the interface only.  It allows us to keep our outbound messages consistent, and tends to prevent end-users from favoring individual agents.

While it would be nice if the CC template could be adjusted, it isn't the end of the world that it cannot be.

October 17, 2013 09:04
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Scott Sullivan
clustrix

@MattZ I disagree! It's the end of the world!! ;-)

The larger problem we have is not merely that we cannot control the subject and messaging sent to the CC:list, but that we cannot control any messaging to the CC:list. I cannot create triggers to notify the CC:list of status changes for example.

The larger frustration is that this feature request is 3.5 years old and for such an obviously vestigial feature, I don't know why Zendesk hasn't cleaned this up by now.

October 17, 2013 10:20
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Jake Holman
Product Manager

Hey guys,

Thanks for the great conversations going on in here. Wanted to drop in some good news, actually two bits of good news:

  1. We agree with you on most of the conversation here. Not being able to customize the subject line is a limitation that simply should not be there. We think you should be able to customize the subject line of the CC notification, just like you can the CC template. This will happen

  2. We think the CC notifications might be better placed as part of Business Rules - Triggers and Automations. Essentially that's what a CC notification is, it's like a Trigger, only one you have almost no control over. We think our customers are best placed to decide how CCs should be used, so would like to add a "Notify CCs" action to Triggers and Automations. This would allow you full control over the notifications, even not sending them if you don't want to in certain scenarios

These won't happen at the same time, and until we've looked into it a little further I can't add a promise on the second. Customizing the subject, however, is something we'll work on. As usual, I can't give an estimate on timing until I know development has started, but I do know it's not going to be in the next 2 months.

With that good news in place, I'd like to bring another topic to the table. We've called them "CCs" for as long as I can remember. However, they're not really CCs, certainly not in the traditional email sense. They're actually "Collaborators" on the ticket, almost like an ad-hoc shared organization for that one specific ticket.

I was wondering how you'd all feel about changing the terminology there, and what that would mean to you. I'd welcome challenges on this, but please back up with use cases and constructive comments if possible.

October 17, 2013 12:56
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Hassan Bellinger

Hello Jake,

First, and possibly most important, thank you for your reply; and for bringing this to the planning stages. Hopefully, more news will be had about the development process of this feature in the future.

With regards to Collaborators: In our instance, anyone who may be collaborating on the actual resolution of a ticket are usually agents. While outside parties who are not agents may come into play at some point (this is the exception for us, not the norm). In all other cases, most persons who are CCs in our instance are either

  • Agents who have previously worked on the ticket (as a ticket changes hands, each agent is added as a CC to keep them informed of the ticket's process - especially if the ticket shifts groups), or...
  • ...additional requesters or stake holders within the organization which input in the ticket.

With that said, I'm not sure "Collaborators" as the wording of this field works for us. We executed the roll-out of Zendesk for our environment as an extension of e-mail. As stated in my prior comment, a significant amount of our user base interacts with Zendesk almost-exclusively through e-mail.

On the other side of the coin, other organizations here may very well treat them as collaborators. With that on the table, perhaps there should be a provision for an option for the administrator and/or owner of each instance to choose the wording of the field themselves (either: "CCs" or "Collaborators")?

October 17, 2013 13:22
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Tom Morris

Hi Jake,

That's great news. Triggers would be a perfect way for us to use them.

Looking at how it currently works, it looks like up to two emails are sent: 1 to CC'd End-users, 1 to CC'd Agents (inc Light Agents). If we could preserve this, that would be amazing. So I guess there would need to be two triggers, one for "Notify CC'd Agents" and one "Notify CC'd End-Users". We would NOT want the email addresses of CC'd agents to be exposed to CC'd End-Users. That way we could also have different text in the triggered email, which would be perfect. (We're having to use a complex series of macros, triggers and targets at the moment)

Let me know if you want any Beta Testers!

With regards to CCs or Collaborators, I'm fairly indifferent to changes in terminology. The only thing I'd say is that Collaborators sounds (to me) like it refers to Staff (Agents), rather than Customers (End-users), so may be confusing for new Zendesk users.

Thanks

October 21, 2013 05:34
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Wayne Kelly

Hi Jake,

Thank you for the update on this issue, and for acknowledging that a change is required.


I think the handling of CC's, and the email notifications sent is fine at the moment, except for the issue regarding the subject line. We have other business rules and processes which depend on the subject line containing specific information regarding helpdesk communication.


For us, the important details to include in the subject line are "Organisation", and a custom field we have created called "Product Code", followed by the rest of the normal email subject.


Our workaround at the moment is to reformat the ticket subject to include these values, whereas they should be able to be pulled from the system fields to be included in the subject line on ALL emails sent for a ticket.


One of the main reasons for this is that we include our Account Managers as CC's on all tickets for clients they manage. This gives them visibility of support activity for their clients. Without the organisation name and product code in the email subject, they have no way of knowing who the ticket email is about, unless they read all the content of the message.


Regarding the change of terminology from CC's to Collaborators, I don't see much value in this change. Only Agents would see it, and CC's is a commonly understood term... users know what to expect when adding someone to the CC list. How would the functionality of a Collaborator be different?


Hope this helps, and leads to a speedy update.

Regards

Wayne

October 22, 2013 23:24
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Andrew Warner
boardpad
Hi, I would also like to be able to edit all outgoing communication.
December 14, 2013 01:19
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Hoon Park

Jake - Does this mean your reply from two years ago on https://support.zendesk.com/entries/20327183-CC-s-actually-function... doesn't really apply any more?

I think I prefer the way you describe the plan in this post, but I just wanted to make sure that there was a shift in vision for Zendesk CCs.

December 31, 2013 13:14
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Jake Holman
Product Manager

@Hoon: Not necessarily, it's hard for me to comment without knowing what the engineering design behind this would be. For example, by moving CCs into business rules we might have to reconsider how the emails are sent out. It's also possible that we don't need to mess with that logic at all. 

For now, I think the two requests are a little different. This one concentrates mainly on the presentation of the CC emails and the lack of control there, the other on the underlying functionality of how we send those notifications.

January 09, 2014 10:41
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Jay Rawlings

Thanks for the good news Jake,

 

Can't wait for this to come out. We've had some significant issue with people being not being able to see who's CCed on tickets. We've added the CC placeholder to our templates, but the CCs still can't see who else is on the ticket. Your proposed solution will really help us with this.

Any ETA yet?

February 21, 2014 12:00
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T Hopes
bottco

Any word on this feature yet or ETA?

This will be important to us and even more important to edit the template for CC.

Thanks

March 14, 2014 08:34
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T Hopes
bottco

Any word on this feature yet or ETA?

This will be important to us and even more important to edit the template for CC.

Thanks

March 14, 2014 08:34
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Temy Mancusi-Ungaro
yextops

+1

March 20, 2014 09:40
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Angel Metayer
ffs

+1

March 21, 2014 07:12
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Franklin Frith

I have commented on this in the past....I want to reiterate that this is becoming increasingly frustrating for our organization..

We need to customize the subject and body of CC emails. The main reason is that there is no ticket number or VIEW THIS TICKET in the CC communication until the END of the communication. Half of our tickets are quite lengthy and this is a big big waste of time for us. 

To be truthful, I am surprised tha this issue hasn't been addressed. I can say that overall, I am very pleased with Zendesk, but this is something that must be fixed as soon as possible.

March 21, 2014 16:22
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Angel Metayer
ffs

It has been 4 years since this request/issue has been brought up. 
At this point, it would be very nice to know that this isn't only 'planned' but has an ETA.
It would seem many of us feel much the same.

As Franklin Frith stated, it is very frustrating for our clients to have to scroll to the bottom of the page to view the ticket. Most have admitted they do not bother scrolling to the bottom and would find it very convenient if the option were available at the beginning of the support ticket.

Please let us know WHEN this will be put into play for us. 

March 24, 2014 11:32
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Simon Guest
elitebusiness

I agree - right now, this is probably the biggest single thing that is now pushing us towards an alternative helpdesk product.  Zendesk is good but far from perfect and the attitude towards customers is now verging on arrogant.

March 24, 2014 12:17
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Nick L
clustrix

I agree. I don't think anyone is concerned with the details of how this gets done, just with the total lack of faith that it will ever be done. It's this kind of response (or lack thereof) to customers that really bothers people. This makes our emails inconsistent and confusing for customers and it's a big deal to us and we've just put it under the "things Zendesk will never fix" bracket because who knows if it will ever actually happen.

It's this kind of attitude toward important issues that a) has us still using the Classic UI and b) looking for another solution.

March 24, 2014 12:39
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Erik Frazier
fuelquest

Is there an estimate on when we will be able to customize the cc subject line?  I have customers who are complaining that it makes it difficult for them to sort through their tickets resulting from this.

April 03, 2014 10:20
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Malach Mochache
Versata

+1

April 05, 2014 08:53
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Peter De Bruyne

+1

April 15, 2014 09:48