Function to change the subject of a ticket from chat to something other then "Chat with..."



  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi there Joro,

    Currently, this functionality does not exist. Can you elaborate on what you would like it be or why your agents would want to change the subject?

    Do they want to make the subject more descriptive of the issue discussed during the chat?

    The agent can always change the ticket subject after it has been created in the Support interface.




  • Jacob J Christensen
    Community Moderator

    Hi Joro,

    Like Ramin says there is no native way to do this at the moment, but you still may be able to use a Zendesk support trigger to update the subject field. I've sketched out how this could be done in a comment here.

    Hope that helps you out.

  • Chris Fadell

    Agreed that this would be extremely helpful. Our use case is that we would like to update the subject using the email address so our success team who gets CC'ed on the tickets can easily identify the customer. Would be great if you offered some dynamic field option.

  • Thomas Kowalzik

    Where can "Chat with ....." be translated into German? I am using Zendesk in German, but the Subject is English

  • Jess Bertubin

    Just wanted to +1 this.  Being able to add even just the company name would be helpful in being able to sort through different tickets that are created from chats, especially since there are some names that are common.  We have several teams who sometimes get CC'd on tickets and it can be difficult to keep them all organized when it's just "Chat with [user]"


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