The ticket.title placeholder displays first comment instead of the subject

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2 Comments

  • Su
    Comment actions Permalink

    Finally I saw this article which helped me to figure out the problem!!!!!!

    How could we find out there is a relationship between {{ticket.title}} placeholder and Notification trigger, and the point is I made it invisible to end-user on Zendesk Guide page form, BUT it only effected our tickets generated via API, we don't use the {{ticket.title}} placeholder on our own forms!!!

    So I really think a message like "if you set invisible to end-user, {{ticket.title}} placeholder will be replaced with the first comment of the ticket instead of the subject." need to be added on the page since Subject is so important.

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hi imove,

    Appreciate you taking the time to share this feedback with us. Glad you were eventually able to track down the information you were looking for.

    I'll pass this feedback along to the appropriate team to see if there are other areas we can mention this information.

    Cheers!

    0

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