Support Tip: How to change the ticket Subject using a trigger

Note: comments added before August 2022 referred to the previous version of this article, when this could be achieved using targets/extensions (which were replaced with webhooks).

The "Email user" action allows us to set the subject/title of the email notification to the requester. The ticket Subject doesn't change, however.

Although there isn't a straightforward trigger action to modify the ticket Subject, we do have a way to achieve this with a Notify active webhook action.

Here's how to do it:

1. Create a webhook to update tickets

Go to Admin Center » Apps and Integrations » Webhooks and create a new webhook (under Actions, on the top-right corner).

Complete the required webhook fields:

• Name. The name of your webhook (e.g. "Update Ticket")
• Endpoint URL: https://yoursubdomain.zendesk.com/api/v2/tickets/{{ticket.id}}.json (make sure to replace 'yoursubdomain' with your own subdomain)
• Request method: PUT
• Request format: JSON
• Complete the Authentication method (use an administrator's credentials)

2. Add webhook action to your trigger

Edit the trigger you want to modify the ticket Subject.

Under Actions, add a Notify active webhook action.

Input the following in the JSON body part of the trigger action:

{"ticket": {"subject": "Your new subject is here!"}}

Example:

That's it! Now you have a trigger action that updates the Ticket Subject.