Updating ticket subjet on reply

  • 23 September 2021
  • 1 reply

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?



1 reply

Userlevel 2
Badge +5

@emilgotting2 Have you found a way to tackle this issue? 

We are facing same challange. We are using FS as MSP and interact with our customers. 

Whenever we create a ticket and send a mail to a customer their ticket system creates a ticket and sends a reply back to our ticket system with their ticket id in the subject. 

As I’m unable to catch the subject, I cannot append their ticket ID to the next reply and it will create a new ticket in their system.

Is there a way to catch the subject on a reply?