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

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  • Adrian Bishop

    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.

  • Dane
    Zendesk Engineering
    Hi Adrian,
    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!
  • Alex McFarlane

    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? 


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