Changing Subject Line

Yeah you can, Bhoppe! You can tap the more option when you're viewing a ticket and click 'Edit'. In the page that appears, you can edit the subject of the ticket. A screenshot is below.

Can you let us know in what circumstances the "Edit" option doesn't appear ?

We have had a few tickets where that option was not available to us.

Thanks,

David.

I've been wondering why we couldn't edit the subject title of certain types of tickets. I can switch to anything else other than 'Outbound Email' and it will allow me to change the subject title.

Any reason why this is in place? Is there any way to amend this?

Thanks,

Ewan

Hi Ewan,

Except for the fact that the ticket was an outbound email, you'd be able to edit the subject line of all other tickets. The email had already been sent to the user and that's the reason why it isn't supported on outbound emails.

Cheers!

How do we get this to work in Mint?  I have a ticket I can't change the subject on. 

If the ticket was created through the portal or by email, you should be able to  see the "more" option to the right of the subject.

Here you can edit the ticket, including the subject.

Hi, 

The issue being raised here is that outbound emails from Freshdesk, although creating a ticket do not include this option to edit like all other tickets do.

See below a screenshot from an example of what is shown in this case;

Yes, I realise that and for some unclear reason the source can be changed in the old version, but not in Mint. 

Yeah, I wasn't sure if the ticket I had was generated by an outbound email, but it might have. I didn't check it in the old interface. 

I don't think this ticket should be marked as 'Implemented' as in removing the ability to change the ticket source from 'Outbound email' it prevents editing the requester email or subject title. 

As the original issue has not been resolved and that now that we are on Mint there is no workaround of switching back can this be re-opened and addressed by the Freshdesk development team?

Hi Aravind,

Thanks, just noticed that, doesn't seem to allow editing of the email address however.

Thanks,

Ewan

Hi,

Although Freshdesk allows me to send emails, it is different to an email inbox in that each correspondence is a ticket.

Keeping ticket history stored within the correct profile is important to our support team.

Two examples of the situations where requester emails on the ticket would need changed;

1. Contact a 3rd party on behalf of one of our customers and requesting assistance via a direct email.

Once an issue has been resolved or if there is an update to pass on, I would want to set the actual customer as the requester in order to let them know and ensure that this correspondence is included in their ticket history. 

2. I may email a customer of ours some information about a new feature for example something new to add to their website

The customer may then ask me to contact their web developer and keep them copied in. In this situation, I would set the requester email as the web developer and correspond until a change has made and then restore to the original requester, again to the keep the correspondence stored in the customer ticket history.

In both these cases, I would need to open up separate email correspondence and possibly merge but I don't however think this is better and if requester emails can be changed for all ticket sources, I am unsure why outbound email is different?

Ewan