Helpdesk - email subject line set empty

[JJ9]

Hi,

can I somewhere set for all our email, that they should have by first response the subject line empty?

Why?

I prepared a template for first response, with following tokens in subject line:

But,

after insert the template over Helpdesk, the subject line is not changed.

It works, when I delete the subject line, then insert template. But not without delete it.

Any tipps how to solved it?

[PamCotton]

Hey @JJ9, happy Monday!

I checked more information and currently, HubSpot Helpdesk doesn’t automatically overwrite an existing subject line when inserting a template.

Since it works when you delete the subject manually, a workaround could be using a workflow or ensuring the email is started with an empty subject before applying the template.

I hope this helps,

Pam