Ticket Subject UnchangableAnswered
We would like the ability to be able to set the subject of an incoming chat ticket as we would like it to be.
Currently the tickets are all "Conversation with..." followed bu their name or visitor number depending if the information is provided.
We would like the ability to change this as we see fit, maybe even the ability for this subject to differ by department / group.
This would make it easier for us to distinguish which chat conversations belong to which team.
Hi Ria -
The team can set their desired ticket titles by clicking into the field.
To distinguish conversations by teams, you may also consider:
- Using tags and creating views based on those tags; or,
- Creating views based on conversations assigned to those Groups
I appreciate your response but this does not help as this suggestion is a manual process. We do not want to rely on the agents changing this manually as we cannot guarantee this will be done or done correctly.
We are aware this can be done like this or via a macro, but at present the ability is not there to set the subject of a ticket via trigger or automation. A trigger would be the best option for us so this could be set at the time of the ticket being created and routed which takes away the likelihood of error.
Is it possible that the option to update the subject by trigger or automation will become available in the future?
Many thanks, Ria.
Unfortunately, there's currently no out of the box solution to change the ticket title and there's nothing planned in our roadmap to change this.
I would strongly encourage you to upvote posts with similar requests like this one - we're committed to involving our users in building our product roadmap and are always on the lookout for the volume of requests / upvotes in new feature request posts like this.
We also need to change the subject of the ticket, but it would be related to a composition of custom fields of the ticket with others that are standard and free text.
It would be important for Support to enable a configuration that meets this requirement.
This would be awesome. All of our tickets from messaging bot come with "conversation with ....." would love to use one of the fields used in the transfer to agent step to trigger an update to the subject line of tickets.
According to following conversation https://support.zendesk.com/hc/en-us/community/posts/4409217551642, Zendesk team is working on ticket data update, even in case of closed ticket. Will the subject be updatable as well via automatic tool?
HI Franca, to clarify, our product team has taken the request to allow modifications of Closed tickets under consideration; I don't think it's quite accurate to say that it's actively being worked on. In any case, that would be a separate issue from what's being discussed here -- the ability to automatically change the ticket Subject of new Chat tickets (which I'm afraid I don't have any update on).
Hi Dave, you're right, they're 2 different issue. Sorry to make confusion mixing them.
Anyway I confirm my interest to make the Chat/WhatsApp subject flexible.
No problem, Franca!
+1 to Ria Harris comment of a year ago re: inability to set up an automated trigger to set the subject of chat tickets to something other than "Conversation with Visitor XXX." Have there been any updates to this Dave Dyson? Thank you.
Hi Jen K. -
Unfortunately, I'm no longer with Zendesk (serving now as an external Community Moderator in my spare time), so I don't have insights into internal roadmaps. If something were to change on the product roadmap relative to this, I think the product team will update the thread.
In the meantime, probably the best easy workaround would be to create a macro that agents can use to consistently update the ticket Subject. It's still some manual work, but there'd be less chance of spelling for formatting errors, at least.
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