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I'm unable to edit the ticket subject



Edited Aug 21, 2024


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8 comments

Has something changed recently around this? 

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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Marine

Zendesk Customer Care

Hi Alex,
 
Can you confirm that the information highlighted in this article did not help to resolve your situation regarding the settings of the field Subject? 
 
Let me know!

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Hi Marine.  

No, the article does not help.  Following these instructions to allow agents to amend ticket subjects then blocks customers from seeing those subjects, leading to meaningless ticket subjects in the help centre and email subject lines.  

It appears that it is no longer possible to have both:

  • agents who are able to amend the subject of a ticket
  • the subject of a ticket visible to the customer

Can you explain why this is, or let me know if there is a way to restore it? As I said above, the only way to achieve this seems to be to give all our agents administrator-level access.  

(This seems to be one of a number of unwelcome recent changes in Zendesk. We have been happy users for a number of years but it is not clear to us why Zendesk is suddenly so keen to remove useful functionality and break people's workflows.)

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image avatar

Marine

Zendesk Customer Care

Hi Alex, 
 
I'm going to create a ticket for you in our Support, so we can coordinate better to understand the exact behaviour you're seeing.
You can expect an email shortly! 
 

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Any update on Alex' question?

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Gab

Zendesk Customer Care

Hi Anton, 
 
I created a ticket on your behalf and will send it to you via email so we can discuss your use-case better.
 
Thank you!
 

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This  page is not useful as it does not instruct you how to actually make the change. I was on a support chat and the agent sent a link to this page that serves no instruction other than one screenshot. How do you even get to the page shown here?

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Hi Zendesk customer center, is it possible to have (as Alex M asked) both:

  • agents being able to amend the subject lines of tickets
  • the amended subject lines being visible to the customer

Our use case is that we need to edit the subject lines of tickets that start as voicemail requests but where we solve by email. Donors need to see the relevant SL, rather than the default SL of their own phone number. Any help you can provide would be appreciated.

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