How can I add the ticket ID to the ticket subject?

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12 Comments

  • Yoram Dagan

    Hi,

    Unfortunately it doesn't.
    The whole purpose was to automate it so I can add identification to the ticket without needing to open it.

    Thanks
    Yoram

    1
  • Shiljith Sreedharan

    Hi,

    Can someone can advice to add ticket number in the Auto response of whats app integration with zendesk, is there any way?

     

    Shiljith

    0
  • Amanda Bohl

    If I add the ticket ID to our emails, can I then forward an email to our ZenDesk support with this ticket ID and matching subject line to attach to an existing ticket?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey João,

    That would be the correct placeholder if you're trying to add the requester of the tickets organization name. Let me know if you don't see this correctly in the ticket subject.

    Thanks!

    0
  • Ricky Davis

    Hey, Yoram!

    I hope all is well.

    You wouldn't have the capability to automate subject field edits with business rules, but you can use the 'Set Subject' action in a macro on an update!

    Use {{ticket.requester.custom_fields.<key_name>}} {{ticket.title}} to add your field value before the subject when you select the macro!

     

    Hope this helps!

     

     

    0
  • João Noronha Costa

    Hi,

    I would like to add to email subject the organization name.
    Maybe something like {{ticket.requester.organization.name}} {{ticket.title}} Is this correct?

    0
  • sanjeev ku

    How can I add the ticket ID to the ticket subject?

    0
  • Yoram Dagan

    Hi,

    My need is slightly different...

    I would like to add a placeholder to the ticket subject and not to the notifications sent from the business rules.

     

    Is there an option to add {{ticket.requester.custom_fields.<key_name>}} to the start of the ticket title?

     

    Thanks

    Yoram

    0
  • João Noronha Costa

    Hi Brett,

    it seems to work but I have to apply the macro manually? Is there a way to automatically apply this macro to all submitted tickets?

    0
  • Brett Bowser
    Zendesk Community Team

    Hi Amanda,

    The Ticket ID and Subject alone will not thread the email into an existing ticket, unfortunately. The message-id within the email header would also need to match the message-id within a Zendesk ticket. More information can be found in the following article: Why are incoming emails threading to the wrong ticket?

    What you could try to do is get the ticket encoded ID using the [{{ticket.encoded_id}}] placeholder. I recommend creating a macro that applies an internal comment to your ticket and just include that [{{ticket.encoded_id}}]  within the macro. 

    Once you have the ticket encoded ID you can try adding that to the forwarded emails subject line within the brackets. The ID should look similar to the following [123456-QRST]. 

    I wrote up a similar Community Tip for how to thread External Target responses to an existing ticket that may also help you: Allow email target responses to thread into existing ticket

    Let me know if you have any other questions.

    Cheers!

    0
  • Nicole S.
    Zendesk Community Team

    Hi Sjiljith,

    Our team said that this placeholder should be present for you. Since it's not, they'll need to do some troubleshooting. I saw that you submitted a ticket about this as well; that ticket has now been re-routed to the appropriate team and they will follow up with you there.

    0
  • Nicole S.
    Zendesk Community Team

    Hey Sanjeev - 

    We made some updates to the article above, and it should now answer your question. Let us know if it does not. 

     

    0

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