Wagner, David

I would also like to know if there has been any progress made on this? Is this "feature" is incredibly frustrating to my agents as they may have 3-5 tickets from the same requestor open at a time. In that case the only way to differentiate the tabs is via the ticket number which is cumbersome to say the least. The fact that this issue has still not been addressed is incredibly concerning.

I must concur with the comments above. We were recently forced to update to the new UI and my team is finding it increasingly cumbersome to have end-user names as tab titles rather than ticket subjects. Now my agents will have 2-5 tabs open that all just have the same end-user name on them and without memorizing the ticket IDs there's no way to easily identify which tickets you're working on without hovering your cursor over the tab, which is not very convenient and makes it impossible for you to view all of the issues you are working on at once.

What's worse is that when opening a ticket the title of the ticket is the tab label for a split-second before it changes to the end-users name. This indicates to me that this "feature" is something that should be changeable. This seems like something that organizations should be able to opt-in or enable individually as it could severely impact the workflow of people in my line of work.