Why do my email notifications say "Untitled ticket"?

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4 Comments

  • Kyle Beaulieu
    Community Moderator

    In case someone is looking for a "workaround" for this, an option would be to have 2 triggers. The first trigger is set up as such:

    Conditions / Meet ALL of the following conditions:
    Ticket > Is > Created
    Comment > Is > Public
    and any other conditions you would like

    Actions:
    Email User > Requester
    Email subject > {{ticket.title}} (personally I like to use "{{ticket.title}} - Ticket {{ticket.id}} has been Created")

     

    Then,

    Conditions / Meet ALL of the following conditions:
    Ticket > Is > Created
    Comment > Is > Private
    and any other conditions you would like

    Actions:
    Email User > Requester
    Email subject > Your Ticket (or something similar. Personally I like to use "Your Ticket {{ticket.id}} has been Created")

    Minus a few additional conditions, this is how I have my side setup and find it works well. 

    1
  • Nemo Zheng

    Thanks, Guy Dee

    But we're using up a trigger+target notification, and it's NOT going to any end-users type account.
    It's still showing as "untitled ticket xxxx"

    Does it mean basically Zendesk won't read-and-show the ticket title in any notification for private tickets?

     

    0
  • Dave Dyson
    Zendesk Community Team

    Thanks for posting your solution, Kyle!

    0
  • Austin K
    Zendesk Customer Advocate

    Thanks so much for reaching out Nemo Zheng.  Great question:

    For your trigger/target setup, is that an email target by any chance? Testing out an email address that hasn't been linked to any user profile (end-user or staff), it does appear that the address will see the ticket.title placeholder show as "Untitled ticket" for tickets with only private comments. 

    For other targets like HTTP targets (especially if the target's URL points towards your own subdomain), the ticket's title should hopefully be displayed in full.

    0

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