When a ticket field is blank Zendesk uses the first lines of the ticket to fill the subject field, this can sometimes be inappropriate data such as customer’s personal details. As the subject field is visible to all without opening the e-mail it puts customer’s personal information at risk.
You can change the subject with a ‘macro’ but not a ‘trigger’, the ‘trigger’ would actual be more useful as we could use it to set up default subject field when a ticket is created thereby removing the risk.
If there is a way around this let me know or otherwise please can this be implemented in the future?
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