Michael Beattie

Hi Zendesk customer center, is it possible to have (as Alex M asked) both:

• agents being able to amend the subject lines of tickets
• the amended subject lines being visible to the customer

Our use case is that we need to edit the subject lines of tickets that start as voicemail requests but where we solve by email. Donors need to see the relevant SL, rather than the default SL of their own phone number. Any help you can provide would be appreciated.

>> update 2/24/2025 the ability to edit subject lines in a customer-visible way seems to be functioning now