Updating ticket description on email replies

[JohanL]

Hello all,

Would it be a horrible idea to dynamically update ticket descriptions on emails sent/received to contain the full email conversation from the associated conversation? 

I would like to make it easier for our support agents to find tickets on the ticket index page, and the description is searchable from there, but not much else is.

I am completely open to this being a bad idea, but I'd love to hear some feedback on it.

[Josh · Accepted solution]

Hi @JohanL,

I understand your ultimate goal here and I don't hate the idea. In my opinion it's worth trying with a small set of tickets using your workflow enrollment triggers to control how these are applied. From here you can see whether it's hurting or helpful and can adjust your workflow accordingly (or turn it off completely).

Josh