Why does the subject line in my email notifications say "Untitled ticket"?

Question

When using the placeholder {{ticket.title}} in a trigger or automation, the placeholder doesn't render the ticket subject and instead displays Untitled ticket. How do I stop that?

Answer

The placeholder {{ticket.title}} displays as Untitled ticket when it's used in a notification sent to an end user from a ticket without public comments.

When a ticket has no public comments it is considered a private ticket and is invisible to end users. As private tickets aren't visible to end -users, Zendesk won't send information from these tickets in notifications to end users.

To prevent this from happening, ensure there is at least one public comment on the ticket, making it visible to end users. For more information, see this article: Adding comments to tickets.