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Change ticket Subject in corelation with the fields

  • January 30, 2024
  • 2 replies
  • 0 views
ROCA|M&M

Hy everybody,

Is it possible to change to the ticket subject (https://help.successcx.com/hc/en-au/articles/18320571648409), directly correlating it with the ticket fields?


What do I mean by that?

I aim to automate this process so that every time a ticket is created, the fields are automatically populated with the necessary information extracted from the ticket body. By implementing this automation, the subject of the ticket will be dynamically modified in correlation with the populated fields.

 

Do you think this is possible?

    2 replies

    Stephan12
    • Stephan12
    • January 31, 2024

    Hi Gabi, 

    I am parsing ticket details from the body to the custom ticket field by using the studio of knots.io. In fact the information can also automatically modify the subject title as well. In case you have the detail in the custom field f.e. you can also fire a trigger modifying the subject as well.

    It helps if there is a regular form or a standard sentence.

     

    Regards, 

    Stephan  

      Brandon12
      • Brandon12
      • January 31, 2024

      Hey @roca|m&m -

      Since this will be event based, we will be implementing a Trigger, such that when a Ticket is Created you can set the subject either using custom field placeholders or leveraging Knots as @stephan12 has suggested above.  A couple of other options for you.

      - Hide and prefill your subject line if you are using a form
      - Offer a dropdown for more consistent subject line data

      Hope this helps!

      Brandon

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