# Helpdesk - email subject line set empty

**URL:** <https://community.hubspot.com/t/helpdesk-email-subject-line-set-empty/126706>\
**Category:** CRM\
**Tags:** starter\
**Created:** [February 24, 2025, 2:41pm UTC](https://community.hubspot.com/t/helpdesk-email-subject-line-set-empty/126706 "2025-02-24T14:41:17Z")\
**Posts on this page:** 2\
**Page:** 1

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**Author:** ![JJ9](https://avatars.discourse-cdn.com/v4/letter/j/a698b9/32.png) [@JJ9](https://community.hubspot.com/u/JJ9)\
**Post date:** [February 24, 2025, 2:41pm UTC](https://community.hubspot.com/t/helpdesk-email-subject-line-set-empty/126706/1 "2025-02-24T14:41:17Z")

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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:

![JJ9_0-1740407774914.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/2/f/2fcf24d552a01784a1d299f5c57757018c77d746.png)

But,

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

 ![JJ9_2-1740407968867.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/e/6/e614f09a6f9ad6dc8d8096b6bb2b2d0188a02e1d.png)

 ![JJ9_1-1740407914559.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/4/b/4bdab80d6bc5a981bb05ba8dfd088d0e97160666.png)

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

 ![JJ9_3-1740408009992.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/f/6/f6e5a6f688c826fb096d6b843f3ce995ef8817fa.png)

 ![JJ9_4-1740408068727.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/7/c/7c005dc645dae64f71333b4c377798223fc90fb2.png)

Any tipps how to solved it?

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<div class="post-metadata">

**Author:** ![PamCotton](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/pamcotton/32/47916_2.png) [@PamCotton](https://community.hubspot.com/u/PamCotton)\
**Post date:** [February 24, 2025, 11:48pm UTC](https://community.hubspot.com/t/helpdesk-email-subject-line-set-empty/126706/2 "2025-02-24T23:48:23Z")

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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