Changing Ticket Subject to include Requester Name

vistajeff · December 17, 2018, 10:31pm

Feel like this is an easy one, but can’t find appropriately documentation quickly enough. We want subject lines for new tickets to go all agents as:

Ticket Subject - Ticket ID - Ticket Requester

Right now it just shows Ticket Subject and Ticket ID

Thank you!

kirill_sh · December 27, 2018, 3:53am

You can edit this settings in triggers. Please find the trigger which sends the notifications and add {{Ticket.Requester}} to the subject line:

Here's more information about triggers.

Best regards, Kirill Shaklein