Ability to Change the [Ticket #11111] in the subject of support tickets
Renee Shupe
It would be awesome to be able to customize the subject of Ticket replies from [Ticket #503297] to something more personable. I love how Helpscout still has the function of the ticket number on the back end, but it's not noticable to the client.
It's a lot more personal in my opinion.
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Ellany Lea
+1 Definitely agree that the [Ticket ###] at the end of subject line would be a quick easy UI/UX upgrade. When we send community newsletters, lots of readers reach out to us. And when we reply, we'd love it to look/feel like an intimate conversation, a handwritten note, even a personal email, rather than a support ticket. Those newsletter readers technically didn't submit a support ticket, so it makes no sense that when we reply, there's a Ticket # front and center. Perhaps, the tech-meets-human upgrade is to distinguish the two types:
- one for Support tickets => has [Ticket ###] at beginning of subject line
- one for Newsletter replies => has [Reply ###] at end of subject line
Renee Shupe
I'd like to add it would also be nice to have the ability to change the actual subject of the Ticket after it's been submitted. I get a lot of requests from clients that simply forward something to me for me to take action on and having the ability to change the subject line after it has been submitted would be great.