Ticket subject field


  • Kay
    Community Moderator

    edward swain 👋

    This is possible, here's how.

    • Create a custom dropdown field containing the values you need
    • Add that to your specific form
    • Update your views/triggers so that field becomes visible

    Optional (with Javascript in your Guide template):

    • Hide the subject field on the ticket form
    • On change of the dropdown fields; automatically populate the field with the dropdown reason. 
  • edward swain

    Hi Kay, 


    Thanks for the input. At the moment we use a native Shopify contact form. I'm assuming your suggestion would require embedding a Zendesk form on our contact page  instead (which we're open to do). 

    We don't use guide at the moment, only a fairly standard contact form. Not sure if i'm allowed to post links to the site so wont. 


  • Simon Lee

    Hi Edward,

    Zendesk doesn't alter the subject line of an email, unless you've got a trigger or automation set up to do it. Have you confirmed it's not the Shopify form that's creating the generic subject line?

  • Brandon Tidd
    Community Moderator

    Adding on this, I would also check to see if your subject line in Shopify is mapped correctly to the subject ticket field in Zendesk.  I know it's not exactly what you're doing today - but have you looked into the Shopify integration? https://support.zendesk.com/hc/en-us/articles/203660116-Setting-up-the-Zendesk-Support-for-Shopify-integration


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