Auto-Generate Ticket Title

[FButteron]

We create tickets based on our Contact Form submissions and would like to give these meaningful names instead of just “New Ticket from Form Submission”. For this, it seems we have to add a subject line to our contact form, which we would like to avoid as we don’t want to further complicate the form.

My idea was to use a smart property, that summarizes the user message. However, I’m having trouble to initate the smart property enrichment from the workflows. Apparently it’s only possible to enrich the overall company record, but that does not cover smart properties.

Any other idea on how to solve this except for adding a subject field to the form?

[karstenkoehler]

Hi @FButteron,

You could try the summarize record workflow action, then set the ticket subject to the output of that action, using the edit record action: Summarize a record

The result might be too long, in which case you could look into other gen AI integrations that offer similar workflow actions.

Alternatively, for a simpler approach, simply set the ticket subject to “New [ticket category] submission” or come up with a logic that references other existing fields. This, too, could be done with the ‘Edit record’ workflow action.

Best regards!