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Admins should be able to change the standard subject of talk / messaging tickets
Posted Aug 13, 2024
Background: If a customer has called or chatted with us and we then change the channel and send an email to them, it doesn't look nice if this standard text "Call with caller" or "Conversation with xy" (I hope it translates to that in English, I'm referring to the German text) remains in the subject line. We have noticed that agents often forget this and would therefore like to add something like "Your BRAND request" or something similar. We usually work a lot with macros, but we don't add this kind of subject in there, as we don't want to overwrite the customer's existing subject for support tickets.
It would therefore be helpful if admins could customize this default subject, which is automatically created for talk and chat tickets.
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6 comments
Bobby Koch
you can do this with a trigger and webhook, might not even need the webhook
0
Katherine
I'm struggling with this right now. When transferring a chat to a ticket, I want to prompt the user for a ticket subject, then change the chat title to the ticket subject. I can't:
- prompt for the subject, so I have to use a custom field
- I can't use a trigger to set the subject
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Shawna James
Thank you for taking the time to provide us with your feedback and others for supplying your feedback as well. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
3
Eleni Admin
Hello Shawna James ,
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!
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Annie Walker
Hi Shawna James,
I would like the option to replace "Conversation with xy" with a specific support topic, like "Refund request." Ideally, users could select one or more support topics to set as the subject line of the ticket before it gets sent to the email channel. Looking forward to receiving an update on the status of this improvement. Thank you!
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Anselm Engle
So we tackled this with an app. It sumarizes the ticket, and sticks that summary into the subject line so agents can see at a glance what the ticket is about, and any resulting emails have a relevant subject line instead of “Conversation with Anselm…”
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