Updating ticket subjet on reply

  • 23 September 2021
  • 0 replies

We have a customer which we frequenlty communicates with that runs another ticket system that appends a ticket number in the subject line (ie. [id:12345].


When we create a ticket and send an email to their ticket system we will get the reply from them but whenever we respond again, their ticket system fails to pickup on the thread since freshdesk didn’t update the subject row on the reply (like outlook would have).


How can we get around this? I’ve looked in the API but it seems like we can’t get the subject of an incoming reply to a ticket. is that data not stored?



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