When a new ticket is created because of an email automatically the subjectline becomes the ticket title. It would be so helpful if the ticket ID was automatically placed after the ticket title and also the subjectline. That way a ticket can easily be found in your inbox and in the 'tickets board'. This is also useful if a client wants an update on a particular ticket as one client can have multiple tickets. Zendesk does this automatically for example.
I agree that it would be helpful to be able to add the ticket ID to the subject line. Most modern ticketing systems actually use the ID in the subject line to keep the correspondence connected to the ticket - usually there is a reply above this line. It is also a good reference number to have available for both the user and the agent.
Can someone from Hubspot respond with an answer as to why this cant be done, or a more elegant workaround - perhaps like an Email Template that you can use to respond to a ticket that has:
TICKETID (note RECORDID appears to be the Unique field?)
But thats only for the initial Mail right? I would wish that the Ticket ID is given in the subject line in all mail communication. Like in other ticket systems.
@CMcNeil So the Ticket-ID is given in the subject line automatically? How? 🫠
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