Issue symptoms
When I use the {{ticket.title}} placeholder in notifications to end users in triggers and automations, the placeholder is replaced with the first comment of the ticket instead of the subject.
Resolution steps
If this is happening in your account, this means that the Subject field isn't visible to customers in your account.
When the Subject field is not visible to end users, the placeholder renders the description of the ticket instead. This is the first comment on the ticket. To use the Subject field in notifications to end users, the must be visible to them.
For help to reactivate this field, see this article: Deactivating and reactivating ticket fields.
2 Comments
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.
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!
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