How Do I Make Ticket Replies Follow a Custom Subject Line Format?

[Confident_25343]

Hi HubSpot Community!

I’m working on setting up our customer support ticketing system in HubSpot, and I could use a bit of help. I’m trying to ensure that all our ticket-related emails follow a consistent naming convention in the subject line, similar to HubSpot’s own setup.

I want all emails related to a ticket, including replies from our team, to have a subject line like this:

Ticket #[Ticket ID] – [Ticket Name]

And I’d love for the preheader text to change based on the type of reply. For example: “New reply from [Team Member Name]”, “[Team Member Name] closed your ticket”, or “Tell us how we did on your ticket”.

Here’s what I’ve tried so far:

1. Email Templates: I created email templates with subject lines formatted as Ticket #[Ticket ID] – [Ticket Name]. However, when I apply the template in the reply editor on the ticket, it doesn’t overwrite the subject, only the email body. I haven’t found a way for the template to be automatically applied. Manually applying it every time we reply is not a feasible solution.
2. HubSpot Support: I reached out to HubSpot support, but they were not much help.
3. Potential Solution: One thought I had was if it’s possible to disable emails being sent when someone replies to the conversation on the ticket and instead trigger a workflow that sends an email to the ticket creator when a ticket is replied to, using the templates I made. Not sure if this is possible though.

I’d really appreciate any guidance or step-by-step instructions you can share. Thanks so much in advance for your help!

[karstenkoehler · Accepted solution]

Hi @Confident_25343,

As far as I know there isn't any way to auto-populate a subject line like this with the following requirements:

• Populate subject line upon reply to an email
• Automatic update (no manual intervention needed)

If those are the requirements, this is currently not possible.

You could however request this in the HubSpot Ideas section of the community: https://community.hubspot.com/t5/HubSpot-Ideas/idb-p/HubSpot_Ideas

These requests submitted to the HubSpot Ideas section of the community are reviewed by the HubSpot product team, based on their popularity and the assumed demand

Have a great day!