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
Thanks for writing this article, we set this to agent view only to remove it from the submit a request form, we didn't expect this result.
Is this a bug? If not then the assumed feature seems ridiculous.
This behavior is currently expected.
I understand that it does not suit your current workflow. Would you mind posting your use case to our Feedback on Support topic? We have a template you can copy and use in your post. Thanks!
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