Issue Symptoms
When using the {{ticket.title}} placeholder in notifications that are sent to end-users, e.g. in triggers and automations, it is replaced with the first comment of the ticket instead of the subject.
Conditions
The subject field is not visible to end-users.
Resolution
When the Subject field is not visible to end-users, we resolve the {{ticket.title}} placeholder by adding the description of the ticket instead. This is the first comment on the ticket. In order to use the Subject field in notifications to end-users, it must be visible to them. You can update the setting as follows:
- Go to Admin icon (
) > Manage > Ticket Fields - Click the options icon (
) besides Subject field and select Edit - Check either the Editable for end-users option or the Read-only for end-users option in the Permissions section
- Save the changes
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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