Helpdesk - Email subject / Templates

CRM & Sales CRM
1

Hi together,

I am looking for a possibility to automatize our email subject in Helpdesk. We used before e.g. this template

JJ9_0-1738755453005.png
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So, Email subject was automatically change to Record Id + Ticket name.

Where I can find any automatisation for email subject in Helpdesk, please?

e.g. put snippets in this line is also not possible..

I see it as not supported now.. Correct?

Thanks

Jana

2

Hi there, @JJ9! I am not sure tokens can be used in HelpDesk email subject lines. I want to invite some subject matter experts to see if they have any suggestions.

Hey @SteveHTM, @Lucila-Andimol do you have any suggestions to automate or templatize HelpDesk subject lines?

Best,

Kennedy

3

Hi Kennedy,

do you have any updates to this topic?

Thanks
Jana

4

Hi @JJ9

with the standard worfklows in HubSpot

you can use any property as a Token to custimize you subject lines

if you want to do something more advance

you 'd need more advance automations with Operations Hub or 3rd party apps.

Can you share a bit more on your naming criteria/convention

so that we can help you better?

5

Dear Lucila,

we use a lot of templates as standard answers, where I everything set in the subjectline:

Ticket: Record ID Ticket: Ticket name

This is, what I want, that customer sees als subject.

JJ9_0-1739189603196.png
JJ9_0-1739189603196.png900×344 30.3 KB

It does work perfectly, if I am working on Ticket level (CRM → ticket), but not in Helpdesk

JJ9_1-1739189750109.png
JJ9_1-1739189750109.png1006×485 60.1 KB

By choosing the same template in Helpdesk, I get just Ticket name in the subject line.

JJ9_2-1739189975386.png
JJ9_2-1739189975386.png643×253 11.1 KB

Does this explanation help to understand my aim?

I need also Ticket: record ID in the subject line, as I set it in my template.

In case you need more information, please, let me know.

Thanks a lot

Jana

6

Hi @JJ9 -- thanks for sharing those screenshots. At this time, the template will only pull in the body when using templates in HelpDesk. The subject line will default to the ticket name and it is not possible to customize at this time.

As an alternative, you can add the ticket ID to the body of the template for visibility within the email.