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Edit Support Ticket / Email Subject

Related products:Freshdesk

Forum|Forum|13 years ago
January 22, 2013
5 replies
44 views

courtney.loo
Contributor

It would be really great if we could edit a ticket subject after a user has a) emailed our support desk or b) submitted a ticket through Freshdesk.

Too many times, our clients will enter subjects such as 'HELP!!" or 'Product Not Working!!!" which is really meaningless to our support team. We would like to be able to edit their original subject to be more descriptive and accurate.

In addition, this edit ticket subject is essential when splitting tickets, as there could be two separate issues in that one ticket, and when you go to split a note or ticket into a new ticket, the subject is still the same as the old ticket. This is very confusing.

R

remi.peters
Contributor
Forum|Forum|13 years ago
January 22, 2013

we used to use OTRS as our ticket system. We could change the subject of the ticket and used that feature a lot! We like Freshdesk much more than OTRS, but this feature would be nice to have!

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A

alessio.fattorini
Contributor
Forum|Forum|13 years ago
January 23, 2013

If you click on modify? You can modify all ticket fields, subject too

Like

C

courtney.loo
Author
Contributor
Forum|Forum|13 years ago
January 23, 2013

Thanks for the tip!

I couldn't find any 'Modify' button, but I figured out if you click on the little widget icon, there will be the option to Edit (or Delete) the ticket, which will then take you to a different page where you can edit the subject of the ticket. Not very intuitive, but the functionality is there.

Why wouldn't you just have an Edit and Delete button next to the Print | Merge | Close | buttons? Why is it represented by a little widget icon? This usually means settings.