Possibility to Change Ticket Subject if email subject is amended by end-user

Hi Charmel Pace

In your specific case, your suggestion makes sense.

However, in the usual case, i.e. with standard mail subjects, this creates the usual subject problem with replies:

Hello

Re.: Hello

Antw.: Re.: Hello

Re.: Antw.: Re.: Hello

and so on and so on, until the subject only contains the refers symbols because the line's full.

So, you suggestion is not viable as a general solution.

Yours truly

Peter

hey Charmel Pace,

I see the battle you're facing here, however, there is no way to change this. If your Zendesk ticket still contains the ticket ID as a reference, and all email notifications about ticket updates contain the ticket ID as a reference... is there any need to actually update the subject with another reference on your side?

Perhaps you can just look to stop updating the subject with your reference because the ticket email notifications do contain the ticket ID etc, and if they don't it's only a matter of adding the placeholders into the email notifications to make the ticket ID's go out etc.  

The problem is that we do not only deal with clients but with other insurances. Each company has its own reference number and when we start a conversation we include ours. Once the other insurance company replies and adds its reference to the subject we are not aware of this change and thus when we reply ,the other insurance receives again the original subject (with our reference only) and thus it creates a problem for them.

Heya, yeh I get this, I'm saying that perhaps you need to stop adding your reference to the subject on the ticket itself altogether you can prevent this issue from happening with the other insurance companies who add a reference on their side. The insurance company will sill receive the email notifications which contain the ticket ID reference. Despite you not updating the subject on the ticket itself. 

I know it's going to be a change to the way you and the agents ticket, but it's probably going to be the only way around this in light of the way Zendesk works. 

Thank you for the suggestion 

+1 we would also like to have the ability for end-users to update the subject line. For example, if there is a typo or they want to clarify what the subject line is, we aren't aware they tried to change it so when we reply, it shows up differently than they were expecting. Especially if they try to amend it to say "URGENT"

We're also facing this issue and have in several ocassions let our CS executive know we need this feature. In our line of business, the conversation on the ticket can include the customer, customs broker, suppliers and others, and it's very common to have the customer or a third party adding their own references to the subject, but in the end when the agent sends a new message, the subject reverts to the original one which causes discomfort with the end users. We've already had several customers state they'll stop doing business with us if we do not comply to their communication needs, and so the communication with them is moved back to Gmail which makes us loose all metrics visibility.