Editing Email Subject Lines



  • Nils Zwicker


    you can edit the triggers in just a few steps.

    „Admin“ >
    „Business-Rules“ >
    „Tiggers“ and/or „Automatitions“ >
    for example „Notify requester of received request“ > Remove the placeholder „{{ticket.account}}“
    Triggers resources

    Please let us know if you have more questions.

    Best Regards,

  • Greg Macek



    In a follow up to this, I'd like to remove the "Business Name" from ticket replies. I've successfully removed it from the triggered auto responses, but I haven't found the place yet where I can tweak ticket reply formatting.

  • Jessie Schutz
    Zendesk Team Member

    Hey Greg!

    I think you'll find what you need here: Customizing your email templates. Let us know if you need anything else!


  • Jo Pinto

    I've edited the subject line on my 'Notify requester of received request' trigger but it's not working.

    The subject is 'RE: {{ticket.title}}' and 'RE:' is being ignored.

    Why is this? 

    I haven't been able to find any information about why this isn't working.

  • Dan Cooper
    Community Moderator

    Hi Jo,

    Are you expecting that the Subject line would show up as the new subject on your tickets or just in the email notification that is sent out?  

    If you want the ticket subject line to change use the Set subject action in your trigger.


    I use to be able to change the subject line when receiving a ticket.  Main reason is, customer always forwards an advertising email with an account issue other than noted.

    I try to these past couple weeks and it will let me type in, but goes back to subject title. Change is for pending tickets.

  • Devan - Community Manager
    Zendesk Community Team

    Hello MARIA LOGAN,

    This is likely due to the Subject Field being deactivated in Ticket Fields, making it no longer editable in tickets.

    To reactivate the Subject field.

    1. Navigate to Admin > Manage > Ticket Fields and click the Inactive tab. 
    2. Hover over Subject, then click the field options icon () and select Activate.

    For more information about ticket fields, see Editing and managing your ticket fields.

    Best regards.


Please sign in to leave a comment.

Powered by Zendesk