Change Ticket Subject by action

5 Kommentare

  • Sara Ledger
    Zendesk Luminary

    I am also interested in the ability to be able to append pieces to a Subject. For example, if something has an escalation, separate from the priority, we can use a trigger to append specific text to the end of a subject line as a visual queue to all users without complicating the view columns.

  • Albert Lechuga

    Please add this feature. I would like to be able to change the ticket subject based on a trigger to format it to our standard. 

  • Christiane Leitner

    Susanne Gaspar

  • Harper Dane
    Zendesk Luminary

    We would like to be able to use triggers to set the subject of emails as well. In our case, all our Messaging threads come in with the Subject line, "Conversation with ___." 

    We would prefer using a trigger to update the subject line to match whatever the customer typed into the Agent Transfer form. Our triage team wants to be able to send tickets to the right Form and agent Group based off what the request is about; since the customer's inquiry doesn't appear in the hover-over in their Views, this means they have to go into individual tickets generated via Messaging to determine the intent, manually assigning tickets out one by one.

    If we could write the customer inquiry directly to the subject line, they could simply batch assign Messaging threads directly from their triage View. 

  • Amie

    Hey All, 

    You can update a ticket subject automatically utilising a webhook and trigger combo. 

    You're welcome to check out my guide here on how to do this: How to automatically update a ticket's subject

    Hope this helps. :)


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