I have a question relating to ticket subject lines and grouping of tickets based on specific subject matters.
We use a contact form on our shopify website and redirect any support emails in to Zendesk support. We have several drop down selections on the contact form including 'Product Problem' 'Shipping query' etc. These selections from the drop down should form the subject of the email and subsequent support ticket in Zendesk.
However, when the ticket is created in Zendesk is comes in as a generic 'New Customer message...' subject line.
Can anyone advise how to resolve this?
I want to be able to automatically assign tickets to groups or views based on the type of query coming in, however at present i'm unable to do this with the generic subject line.
Any help would be most apprecdiated.
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