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Feature Request: Let an end user edit their subject when they change their email title
2023년 6월 21일에 게시됨
Feature Request Summary:
Make it possible to let end users edit their email subject.
Description/Use Cases:
Our partners are copying their reference in the subject of their email, using their email client. Zendesk however keeps the initial subject of the ticket and doesn't change the title of the outgoing message. Which causes their reference will be lost and they need to search a lot in their internal systems.
Business impact of limitation or missing feature:
Two of our main partners ( ± 30% of the tickets) are working this way. Other potential partners have the same way of getting their reference in email communication.
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댓글 1개
Hostmost Engineering (S) Pte Ltd
Hi, we also face the same issue. Client (user) will change the subject once the case is at another status.... like when it become an order from any enquiry. Client will change the subject, but Zendesk keep put it back with the old subject. Then our client always can't find our reply thru searching with their expected new subject. Could Zendesk has an alert to show incoming mail has subject change, so the agent can have a choice to change it for the user by checking inside the original email. Many of our users has this issue with us using Zendesk.
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