Zendesk uses web cookies to collect information about you when you visit our Site. This information might be about you, your preferences, or your device. At Zendesk, we may use this information for purposes that include ensuring basic functionality of our Sites; remembering user preferences, including your cookie preferences; measuring the effectiveness of our Sites, marketing campaigns, and email communications; and personalizing online content.
Please review the different category headings below to learn more and adjust the cookie settings on your current device. Please note that you will need to ensure that each web browser is adjusted to reflect your preferences if you use different computers or mobile devices.
For more information about how Zendesk uses web cookies, please see our Cookie Notice.
4 comments
Heather Rommel
I don't know for sure, but I suspect some sort of Trigger or webhook collision is going on. Can you please click “events” on the ticket and review what's firing on the ticket at the time of creation? That should get you in the right direction.
1
Audrey Ann Cipriano
Hi Geoff Ludwig this issue can happen if the Subject field is inactive or is only visible to agents.
The placeholder renders the description of the ticket instead. This is the first comment on the ticket. To use the Subject field in notifications to end users, the Subject must be visible to end users.
More info here.
Hope this helps! Let me know if this isn't the case and we can check further!
1
Geoff Ludwig
Thank you Heather and Audrey - problem has been resolved!
0
Audrey Ann Cipriano
Yay! Thanks, Geoff Ludwig I am happy we have resolved this!
1