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 deactivated or is active with the permissions set to Agents can edit, the Subject field is not visible to end users, and so 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 end users.

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.