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Change Subject doesn't change E-Mail Subject

Posted: Thursday, April 19, 2018 9:24:42 AM(UTC)
DreierAG

DreierAG

Member Original PosterPosts: 1
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Hi,

if we change the subject in an Ticket the subject in the mail that is send to the user doesn't change.

Also we don’t have the Edit-Button described in https://www.lansweeper.c...e-subject.aspx#post46595 but the User-rights are set right.


Are we doing something wrong?
Esben.D
#1Esben.D Member Administration Posts: 1,982  
posted: 4/20/2018 10:40:00 AM(UTC)
Editing the subject of a ticket will indeed only edit the title in the help desk itself. This is currently working as designed. You can give the ticket any title for internal use, but the user will always see the original title they gave the email.

As for editing the title, the button the post you linked to was referring to you can see below in the screenshot.

edit ticket title
Maik
#2Maik Member Posts: 3  
posted: 7/2/2018 9:46:23 PM(UTC)
I often was in contac with ls support because of this.
The last reply: duplicate the ticket and delete the older one. While duplicating you can modify the title.
ottogre
#3ottogre Member Posts: 2  
posted: 7/30/2018 5:22:27 PM(UTC)
We need the option to update the email title. Suggesting that we recreate the ticket is not acceptable.

Users send in subjects which generally have no relation to the actual question or issue. We must have the ability to update the subject of the email to establish the topic. Often times, tickets will require dialog with a number of users and leadership. We need a valid subject to follow the ticket throughout its life cycle regardless of the original users choice of subject.

Making this an optional change allows the ticket editor the choice to publish the updated subject or keep it internal.

Please consider this as a formal feature request.
Esben.D
#4Esben.D Member Administration Posts: 1,982  
posted: 8/1/2018 12:53:28 PM(UTC)
I've linked the topic to the existing feature request to allow subject changing for end users.
Chris H
#5Chris H Member Posts: 13  
posted: 5/11/2020 6:07:42 PM(UTC)
Any update on this? When a user makes the subject "HELP!" or forwards an email to the helpdesk and leave the original subject (which may have nothing to do with the problem), we need to be able to update it. Management may get CCed on a ticket and have no idea what it's about based on the subject of the email they receive.

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