Ticket Subject Unchangable

Answered

10 Comments

  • Ria Harris

    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.

    1
  • Luciana Gusmao

    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.

    1
  • Jason Walker-C

    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

    1
  • 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
    0
  • 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.

    0
  • Anastasia Kachanova

    +1

    0
  • Franca Meggiolaro

    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
  • Dave Dyson
    Zendesk Community Manager
    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).
    0
  • Franca Meggiolaro

    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
  • Dave Dyson
    Zendesk Community Manager
    No problem, Franca!
    0

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