At the moment, if someone customize and add a Subject field to the widget, it doesn't appear as the subject of the ticket created in ZenDesk: it appears only once you get into the ticket, on the left panel.
What I think would be way better would be to have the content of that field diplayed as the subject of the ticket on ZD. So that when someone write "HELP" or "URGENT!!!", the agents can see it immediately and respond quickly.
The previous feature worked well on that matter, and the new one is useless: all I get is the first 2-3 words of the message as a subject -mostly "Hello, I need..."- so I don't know what it is about. Why then allowing your client to create a Subject customized field if they can't use it?
Thank you for reading me,