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

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.