Change Ticket Subject by action

I am also interested in the ability to be able to append pieces to a Subject. For example, if something has an escalation, separate from the priority, we can use a trigger to append specific text to the end of a subject line as a visual queue to all users without complicating the view columns.

Please add this feature. I would like to be able to change the ticket subject based on a trigger to format it to our standard. 

Susanne Gaspar

We would like to be able to use triggers to set the subject of emails as well. In our case, all our Messaging threads come in with the Subject line, "Conversation with ___." 

We would prefer using a trigger to update the subject line to match whatever the customer typed into the Agent Transfer form. Our triage team wants to be able to send tickets to the right Form and agent Group based off what the request is about; since the customer's inquiry doesn't appear in the hover-over in their Views, this means they have to go into individual tickets generated via Messaging to determine the intent, manually assigning tickets out one by one.

If we could write the customer inquiry directly to the subject line, they could simply batch assign Messaging threads directly from their triage View. 

Hey All, 

You can update a ticket subject automatically utilising a webhook and trigger combo. 

You're welcome to check out my guide here on how to do this: How to automatically update a ticket's subject

Hope this helps. :)

Hey everyone, thank you for taking the time to provide us with this product feedback. We apologize for the delay on our end in providing you with a response to the feature request.

I work in managing our customer product feedback forums and have been in communication with the product team that owns this area. They noted the following: this is a great feature request and we have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 

If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.

Thank you again for your feedback and for being a valuable customer with Zendesk.

Another vote for this feature enhancement, please

Would love to be able to adjust with for Voice and Messaging tickets if the customer would like a reply back through email. 

+1 for this feature - it would be great to set standard subjects based on the channel via which a ticket is submitted. 

Would love to update the subject line with a ticket field.  For example, our marketing department is using ZD and when they select the “product” field, we would like that same drop down choice to be the subject line.  If the requestor is asking for “Business Cards” or  “eBlast” we would like to update the subject line to match when the agent updates the ticket.