Currently we are seeing the need for a possible feature that would allow an agent to alter the subject line upon replying to a customer.
As a specific example, we have tickets that we make and assign to requestors based off of phone conversations. We normally use a subject of "companyname - Issue synopsis." In some of these tickets, we may be looking at communicating different sets of information to the requester and different groups of CC'd individuals. Most commonly, we must indicate to the requestor and one specific individual that an account is configured with a specific setup. Then we have to reply to the same requestor but a different individual about a similar but different account setup. All of this must be captured in one ticket. Right now, we have to edit the subject using the edit option so that when replying it contains a subject of "Companyname - Accountname setup."
This is a tedious process that could be simplified if there was an option that allowed an agent to check a box, and then it opens the ability to alter the subject line of the email being sent out. (it would be even better if it didn't actually alter the subjects of the ticket.)
I imagine we are not the only company that would benefit from the ability to edit the subject line from the reply itself.
