Is there a way to change the subject when replying to a ticket? I know there is a agent reply template but that doesn't allow me to modify the subject of the e-mail that is sent to the users.
My problem is that Google Apps (GMail) includes the original e-mail sent to the helpdesk email and removes the [#ticket number] from the subject when a reply is sent back from support agent if you are in conversation view. This means when the user now tried to reply via e-mail, the [#12] will be missing from the e-mail subject. When that happens, every-time the user respond, a new ticket will be captured in the system. I want to be able to make significant changes to the subject so that GMail will not capture the reply as part of the conversation view (otherwise my current work-around is to get everyone to turn off conversation view which is rather tedious)
Conversation View On:
Conversation View Off: