This has been raised before and marked ‘Solved’ without really being solved. The “solution” I last saw presented was to use custom API integrations and web-hooks, but that isn’t a viable option for us.
We need the ability to update the Subject of Service Requests specifically when they come in. Specifically what I want to do is when a new employee request comes in, have the subject take information from fields in the Service Request. i.e. “YYYY.MM.DD | type of request | name of requested for” - so a new hire may be “2024.02.02 | New Intern | John Smith”
There doesn’t appear to be the ability to update the Subject of a ticket in an Automation, unless I’m missing something. With how messy Service Requests come in (generic Subject, no Description) - adding the ability to Set/Update Subject AND Description would improve our Freshservice experience greatly.
