Subject line set is not the subject line displayed

For context, this is what I was referring to about the triggers/action:

And this is how it looks like when our customers receive our emails:

Hi Mia,

Open the events tab within the ticket and look for a trigger that may update the subject line.  You can then either disable or update the trigger to disregard when the macro is used (add a tag with the macro).

@steve25 - Thank you. I just checked and saw the trigger so I went in. 

Do you mean I should remove this tag in the Email subject field?

I tried to remove the {{ticket.title}} tag and sent an email, the email I received said (No subject) in the subject line.

{{ticket.title}} is the placeholder that pulls the subject line for the ticket. You want to keep that one as it is.  Is there another trigger that fired to update the subject and overwrote that one with the undesired subject? 

This is an odd issue.

I agree with Steve. If a trigger is setting the subject of the ticket, then your notification is sending with ticket title. It should work.

I would check the order in your events. Is it a macro or trigger setting the subject? Is that macro or trigger running before the notification is sent? Otherwise it could be that the notification is being sent before the subject is being set.

Notification triggers should normally be last in your trigger order, that way all the logic runs on your ticket first. Then people are notified about it.

Hey Mia,

I would suggest opening a support ticket with Zendesk.  I've tested the workflow in my developer account and it is working as intended, so something in your instance must be having an unintended impact.  Let us know here if you get it resolved!

Brandon

I have the same issue - did you found out what was the issue?

Is the Subject field set to be visible to end users? If not, looks like that may be the cause: https://support.zendesk.com/hc/en-us/articles/4408827535770-The-ticket-title-placeholder-displays-first-comment-instead-of-the-subject