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Allow editing of email ticket title

Related products:Freshdesk
  • February 13, 2018
  • 5 replies
  • 46 views
R
Apprentice

Currently if you send an email from Freshdesk you are not able to edit the ticket that is generated, even after the recipient has replied.


What would be very useful is being able to edit the topic title so that if a customer replies with confidential information we can amend the title to say something such as 'Confidential'. This would also mean Freshdesk allows us to comply with ISO 27001 standard.


Thanks,

Ross

5 replies

O
Contributor
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There is an option to edit tickets, and that also allows you to edit the title. Only the initial question can be edited, but this can also be done after replying. In the Mint version you can find this under "More" the three dots) top right on the same line as the title, to the right of the date.

 

R
Apprentice
  • ross.bawler
  • Author
  • Apprentice
  • February 14, 2018

Editing the title is definitely an option if the ticket is created via an inbound email or as a ticket by the customer or agent on Freshdesk, however, it doesn't appear to be possible to edit the titles of tickets created by sending an outbound email from Freshdesk.


Just checked Mint and it behaves in the same way as vanilla Freshdesk, with Edit missing from the More list, and on the original message in the ticket itself.

B
Community Debut
  • bholland
  • Community Debut
  • October 16, 2018

I second this

In original Freshdesk we could edit the email and subject line

In Mint there is no edit option

Please resolve ASAP

aravind.sundararajan
Skilled Expert
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@Ross@Bholland The Edit ticket details option is now available under the three dots menu on Freshdesk Mint.

Please follow our release notes to stay updated on the enhancements and bug fixes.


Here's a snapshot of the option:





Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12
Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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