I tried to edit the ticket subject field but the edit does not appear in either the ticket events or the ticket subject itself.
This issue occurs because of two primary reasons:
- The subject ticket field is not activated.
- The field is not set up to be editable by end users.
If either of these is not set up properly, make the corresponding change to ensure that the field is both active and editable for end users.
For more information on how to make this change, see this article: Editing and managing your ticket fields.
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?
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!
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:
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.)
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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