Seriously, how is this not a thing yet? I'm consistantly wowed by the lack of seemingly basic (at least for a platform that claims to be centered around automation) features like this.
+1 for the ability to rename inbound tickets would be very helpful. We have multiple sources for tickets (phone, chat, and email) Being able to show "Source: Customer Name - PropertyXYZ" would be helpful.
+1 have the same problem - tickets are created from many different forms and that whould be great to have them named after the event or the name of the form.
^ Agreed above. Current email threading (in client's inbox) operates off of the subject line, and if they submit a ticket with the same subject line (since we can't add in a unique identifier like ticket #) the old ticket will group with the new ticket.
Please add this- we should be able to automate the ticket name like " Company name + Property ABC" its impossibl. to manage tickets when the names of the tickets must be done manually.
We are also looking for allowing a workflow here. Our use case is the inbox and tickets for billing issues when customers reply to invoices or payment reminders. In German the ticket name was then something like AW: Deine Rechnung. It would be way better if it was possible to add company name, MRR, user name etc. to the ticket which is all available data. +1
+1. There is clearly a ton of support for this idea from the actual users of the platform, so it's confusing that this hasn't been implemented yet. We've been on Service Hub since it was first released and have been asking for the ability to create custom ticket names since we came onboard (vs. the customer entering their own ticket name and us having to go in and manually rename every ticket).
We wrote in to support recently and were told we could use automations to name the ticket using "ticket properties" but not "contact properties" This is so silly! It can't be that odd to want to use a customer's name + the ticket category / whatever else as a naming convention.
Please allow customers to use the existing hubspot properties as an automatic naming convention. This tech clearly exists in templates and snippets, so please move it over to the form fields.
I would just like to append the customer name to the ticket name - so essentially "Company Name - Email Subject". The company logo on the Kanban view is too small, and I'd like to be able to tell the company the ticket is associated with just reading the ticket names.
Correct me if I'm wrong, but I believe the solution to this is to create a workflow for your tickets based on any of the ticket properties that exist. For instance, you could create a workflow that triggers when the source of the ticket is chat. You can then make the action to set the ticket property Ticket Name to whatever you want. You can also use personalization tokens to grab form info and put it into your new ticket name.
Here is a simple example we use to rename tickets to people's names. But you could absolutely make this more complex with if/then statements or just create multiple workflows for different reasons.
