When selecting a template including the subject in the Help Desk, the actual subject is not overwritten. Currently, we have to delete the existing subject every time to apply the template correctly. It would be desirable to have an overwrite feature, which would speed up our workflow.
Status: Not Currently Planned
Status history
Hello! I’m Hallie, a Program Manager on the CXM Team. This feature is something our product team is aware of, but at this time it’s not on the roadmap. Please feel free to share more context or use cases around this request in the meantime, though, and the product team will continue to monitor this idea. If anything changes, I’ll be sure to update you all right away. Thanks for your feedback and understanding!