I've run into a new prroblem that I haven't seen before in the years I've been using Freshdesk. If a ticket comes in without a subject, it won't let me change its type or close it. For example, if I set type to "Tech Support", then click Update, I get an error "The subject field has been updated. Please choose a different value to proceed."
I can go in and edit the subject, but I'd rather not have to. Emails without subjects come in surprisingly often.
+12Hello Ron,
This one's a tricky little bug that appears on the MINT interface alone. We've seen quite a few customers reporting this and a fix is already in development. You can switch back to the classic UI to close such tickets until we sort this bug or make the subject non-mandatory for agents while submitting the form.
You can make the change under Admin -> Ticket fields section , click on the subject field and you'd see a pop-up box where you can set the field attribute.
Thanks a ton for posting this on our community forums :)
Cheers!
+12
Cheers!
+1I'd like to confirm the bug is still present.
A similar issue is present in the iOS app - Agents cannot edit ticket's properties when the subject is empty, the app forces them to enter a subject.
+12Hello, I had this issue today and the above solution did not work. However i was able to close it out in the ticket search field view:
I ran into this issue today and the above solution did not work.
However I was able to close it from the ticket list view.
It worked for me, what i did was to switch back to the classic UI and the edit the ticket to add a subject then worked for other agents in my group that are running MINT.
+12Cheers!
+12Hello,
We're fixing this in the next deployment. You can expect it to be rolled out to your accounts in 1-2 days. I'll update the post once the fix is live on all datacenters.
Cheers!
+12Hello,
This bug has been fixed with the latest release. You can read the latest release notes here.
Cheers!
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