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.
3 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?
Please sign in to leave a comment.