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View Only Option for Subject field - Agents

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Kathy

Publicado 22 jul 2022

I'd love to see an option to make the Subject field on a ticket read only for Agents. We have run into instances of accidental copy/paste, etc. and the subject line is changed. There is no reason to have the subject line changed in our organization and has led to duplicate tickets, information going the customer that shouldn't. 

 

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    a little bit of ZEN. (Ross Whitney)

    Totall agree Kathy….this is a nightmare.  It causes so many issues such as disconnecting tickets from their thread at other companies ticketing systems (such as ServiceNow).  It can also look so confusing to the requester.  I've seen agents place all sorts of tags in square brackets.  I'm currently searching for a way to at least detect this when the agent tries to change it and revert to the original subject.  Will let you know if I find a way!

     

    Ross

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