HubSpot Ideas

MarketingSarah

Add Ticket ID to Ticket Name/Subject Line

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. 

10 Replies
NicolasChoupin
Contributor
LindaMunetrix
Participant

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.

RonPedersen
Member

Yes, ticket ID automatically in the subject line is crucial in a good ticketing system.

CMcNeil
Member

Any updates on this.  This is something that would be very helpful.

GraemeSharp
Member

Yes, this is desparately needed!!!!.

 

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?)

TICKET NAME

ASSIGNEDTO

DATE (Various able to b selected)

Etc

 

Thanks,

Graeme

voiceland
Member

+1

GraemeSharp
Member

Hi All,

I found out from Hubspot that you can add the Ticket ID to the Subject Line. 

Go to Ticket Settings, then Pipelines.
Select your Pipeline.

Click on the Automate Tab

Then go to Additional status automation
Make sure you have a Workflow set up for Ticket Recieved status (see below)

 

GraemeSharp_0-1676030579374.png

Click on the Ticket Recieved Link

Then Click on Edit Email

GraemeSharp_1-1676030690617.png

 

Go to Settings

Then in the Subject Line section, click Personalise, then add in the Ticket ID (see below)

GraemeSharp_2-1676030913352.png

 

Hope this helps,

Graeme

 

 

 

 

 

 

maxclusterGmbH
Member

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
Member
Yes we were able to get this figured out. And now we have ticket numbers. So much better.
maxclusterGmbH
Member

@CMcNeil So the Ticket-ID is given in the subject line automatically? How? 🫠