I’d like to see the option of adding or changing the subject line when forwarding from a ticket.
By default the ticket subject is used as the subject for the email. We often use this feature to engage 3rd parties or even internal employees who are not agents when the ticket requires tasks or information from them. Doing it through the ticket is a nice way to ensure that reach-out is captured and available for anyone reviewing the ticket to see. In some instances, customizing the subject line would be helpful for the party we are reaching out to as it will allow us to better express urgency or the specific activity required.
Example: On a new hire ticket we may need a 3rd party account created by an account rep. If we forward from the ticket, they will see a subject along the lines of “New Employee John Jones starting 4/1/24” This tells them nothing useful. What we’d really like is a subject that says “Please add a login to XYZ company account”
