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Ticket Subject Unchangable

Answered


Posted Nov 15, 2021

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.


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22 comments

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Sarah Darmawan

Zendesk Product Manager

Hi Ria - 

The team can set their desired ticket titles by clicking into the field.

To distinguish conversations by teams, you may also consider:

  1. Using tags and creating views based on those tags; or,
  2. Creating views based on conversations assigned to those Groups

-1


Hi Sarah,

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.

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Sarah Darmawan

Zendesk Product Manager

Hi 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.

-1


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.

4


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

4


+1

0


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?

0


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).

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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.

Thank you!

0


No problem, Franca!

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1


+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 (gmail)? Thank you.

1


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Dave Dyson (gmail)

Community Moderator

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.

0


+1

0


Hi , 

With regards to the initial request from Ria Harris , has there been any progress on this topic?

Thank you

1


Would be great if the client could add their own subject when creating a ticket via a bot

2


My goal is to use the first message the end user sends in the Messaging Widget as the subject.

I've managed to create a webhook to update the subject of a Messaging ticket automatically, which is pretty straightforward.

What I'm struggling with is getting the first message sent by the end user in the Messaging widget, which doesn't seem possible without a real-time API. 

The Tickets endpoint doesn't pull in the chat messages as comments, and the Event Audits endpoint pulls in the entire conversation as a single comment. Any other thoughts on how to pull in a single message in real time?

0


This feature is essential. Having numerous tickets with the subject "Conversation with XXX" is not manageable. A better solution would be to generate subjects based on the content of the conversation, similar to how ChatGPT does.

0


Hello Sarah Darmawan ,

I'm crossposting this for visibility, as I have also replied to another post on the same topic (see link).

We would like to request that customers have the ability to create the subject during the chat conversation, with this subject becoming the title of the support ticket. This would ensure the ticket accurately reflects the conversation and avoids using generic subject lines.

Additionally, this feature would save us a lot of manual work, as our agents currently have to create the titles manually.

Is this something you are considering fixing in the near future? Thanks in advance!

0


The issue is still very much relevant in 2024! Would appreciate you guys making this happen. 

1


We got so frustrated by this, we solved it with an app. It uses AI to summarize the ticket, and update the subject line with a ticket summary instead of “conversation with…”

Can be triggered by tag, by hand, or when the conversation closes.

0


+1 to this issue. It makes assigning chat conversations to appropriate teams/agents very difficult and ineffective. 

0


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