Any way to have a ticket's subject line updated when the subject line is updated by an end-user in an email response?

5 Comments

  • Brett Bowser
    Zendesk Community Team

    Hey Harry,

    I did some digging on my end and it looks like you'd need to use a target to accomplish what you're looking for.

    I was able to track down the following community post which goes over a possible solution in the comments section: Update a ticket's subject line

    I hope this points you in the right direction!

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  • Dan Cooper
    Community Moderator

    Brett Bowser

    Did you see something in your link that allowed you to pull metadata from a comment to use in the target?  I think to do what Harry is asking we'd need to be able to parse out the subject line from the email that came in as a comment mid-ticket in order to pass that through to the target in order to update the subject line. 

    I feel like there wasn't a direct solution in the article/comments - so I wanted to follow up just in case you had something specific as it could lead to some other use cases I'm looking to solve for related to comment level extracts. 

    Thanks! 

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  • Brett Bowser
    Zendesk Community Team

    @Dan Cooper nothing in that post related to parsing out the subject line in particular, unfortunately. I tried to see if I could locate a tip related to parsing the subject from the email but was not able to find anything on my end. 

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  • Dan Cooper
    Community Moderator

    Thanks Brett Bowser.  Great tip, was curious if there was more to it. 

    Harry Wahlgren

    With that in mind, I'm not aware of a clean way to do this today and it might be worth a product feedback post to get some eyes on with the Product Managers inside of Zendesk.  Taking some time to write out your use case and can help draw the attention of other customers that have similar use cases to help drive the product roadmap.

    If the concern is that agents might miss context if a customer includes an update in the subject line, you also have the option to view the original email of a ticket. It wouldn't be obvious that an agent would need to check this, but if someone felt that something was missing, they could check here to see if a customer typed something here and maybe find the missing context that would have been there in a subject line on a reply. It sounds like you may be trying to ultimately solve for missing context when a customer replies outside of the body of an email (or maybe inline with the past replies of an email that Zendesk typically hides in a thread).

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  • Harry Wahlgren

    Thanks all for the feedback.  I will submit some product feedback on the issue.

    Thanks again!

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