what is the common industry practice on changing subject lines of email threads ?

Hi @bhargav11 - 

I think it largely depends on your industry and customer's expectations, as well as your intake method.  If your customers are filling out a form that's dropping a generic "New Request," I'd definitely change it.  If, however, your customers are emailing you directly and crafting their own subject line, ie "Placing Orders On Your Website," it definitely helps the end user to see that verbiage back in your reply: "RE: Placing Orders On Your Website."

If you're looking to track types of requests, I'd lean towards making a drop down field for your agents to select.  As a bonus you could even have that drop-down field autofill based on keyword matches.  IE if Ticket Subject OR Ticket Description contains the word "Cancel" then set "Ticket Reason" to "Cancellation."  This provides a more consistent dataset for evaluation.

Hope this helps

Brandon Tidd
729 Solutions

Hi,

In the triggers section of Support, under Actions,  there isn't the option to change the ticket subject. Where would you set this up?

Hi Lucia - 

If you wanted to overwrite the existing subject with a standardized one, the Action item you're looking for is actually ticket "Title" which translates to the subject of the email.

Brandon

Hi Brandon!

Thank you so much for your quick response! Under triggers > Actions, the only items that show up are Ticket status, group, priority, type, assignee, satisfaction, and set tags. Unfortunately, the ticket title doesn't show up in the dropdown menu. Either Zendesk doesn't have this set up as an option, or we don't have the right subscription, but I doubt that would be the issue since we have the Professional one.

Hi @lucia15 - 

Apologies for sending you down the wrong rabbit hole!  The field I was looking at was actually referring to requester "Title."  You are correct that this is not available as a standard action.  That said, there is a work-around I was able to find for you here.

Hope this helps!

Brandon

Hi @garland_vadeboncoeur, 

Which question are you referring to? Brandon's answers to both of the questions above are good answers, is there something further that you're looking to get information on?