Add a Ticket id to a subject line

[Dharris4]

We have a help team who would like to add the Hubspot Ticket Id to the subject line of their responses to customers. Apart from ensuring clarity, it might also help to stop the auto-merging of tickets with similar subject headings.

I am told this is not currently offered as a function, so am wondering whether anyone has faced this and come up with a workaround? The team are averse to the idea of snippets and would want the ticket number in the subject line, which we weren't able to do when playing around with snippets. Any ideas appreciated. We use Service Hub Professional.

[karstenkoehler · Accepted solution]

Hi @Dharris4,

Hoe are these emails sent exactly? From a conversations inbox, from help desk, from the ticket record? As a reply or as a bet new email?

Generally, there isn't any automation or rule that could be set up to auto-populate the subject line with an email. Depending on how the email is sent, there might be ways so that the automatically generated one pulls it in.

For net new emails, it would have to be added manually (and could be copied directly from the URL of the ticket record, where it can be found as the second number, or by adding it to the left sidebar).

Best regards

Best regards