Hannah Holloway

We are still suffering with the customers not being able to amend the subject line after the original ticket has been submitted. e.g. they add the word urgent to the subject.

Other customers also use their own ticket systems and when they add their own ref after ticket creation, it does not pull through to our ticket. We then reply without their ticket ref and create a mis-match of ticket refs between us and the customer.

Understand we need to keep the ticket ID placeholder (and assume the metadata keeps the customer replies and agents replies in sync), so why can they not make an edit to subject line.