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 deactivated for 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 Subject must be visible to them.
For help to reactivate this field, see this article: Deactivating and reactivating ticket fields.
Note: When a ticket is without public comments the
{{ticket.title}} placeholder in notifications to end users will render as "Untitled Ticket." Ensure the Subject field is visible to end users and the ticket has at least one public comment.
4 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!
Our agents have long been able to edit ticket titles, in order to give them a name which is suitably descriptive and which distinguishes them from other tickets.
Since enabling the new agent interface we find that agents can't amend ticket names, unless we follow this step - and, having followed this step, we find that ticket titles aren't shown to customers, being replaced with the initial text of the ticket, which isn't helpful. Administrators appear to be able to amend ticket names regardless.
Is it possible to get back to a state where agents have control of ticket titles AND they are visible to customers, other than to make all our agents administrators?
Good day Alex McFarlane,
Thank you for your post, hope you are doing well.
I can confirm "Agents" role can edit Ticket Titles/Subjects in Agent Workspace, there is no limitation on this, if you cannot, it means the user in question isn't a full "agent" role or may have a custom role instead that you set without this level of permission :
I made a reproduction to show you that this works fine when logged in as Staff agent (advisor) : watch reproduction video here.
Thus, I can confirm this works fine and there is no need to set your agents as administrators.
Have a great day!
Best regards,
Please sign in to leave a comment.