We have cases where customers have appended critical information in the subject field of an email when they reply to a freshdesk ticket.
I have confrimed with support that this information currently is being truncated and not available anyhere in freshdesk.
That is causing our customers frustration as they have appended information in that field that our agents plainly is totally unaware of.
“- Well I wrote it in the subject in ALL CAPS; HOW CAN YOU HAVE MISSED IT”? is a line that have come back to us from customers.
We would like an urgent fix for this, either that we can access the subject line of a reply from the API or if it can be made visible in freshdesk.
Anything goes at this point…
Please let me know what is possible to do here.
