Currently the subject for the ticket notification is seen as the first message in the coversation on the ticket which is ‘Create a ticket’.
Answered
How to edit subject for a ticket notification?
Best answer by Anonymous
Hey Vikas, Shaq from the Support Engineering team here at Intercom!👋
Currently, Intercom does not offer the functionality to customize the subject line of email notifications for tickets. The subject line for ticket notification emails is automatically determined by either the ticket type name or the first message in the conversation. If a ticket is created through the workspace UI, the email subject will be based on the ticket type name. However, if the ticket originates from a conversation in the Messenger, the subject line of the email notification will reflect the first message sent by the end-user in the Messenger. There is no current functionality to customize this at this time. But I do see how this could be useful to users and gladly will flag this with Product team.
Thanks!
Hey Vikas, Shaq from the Support Engineering team here at Intercom!👋
Currently, Intercom does not offer the functionality to customize the subject line of email notifications for tickets. The subject line for ticket notification emails is automatically determined by either the ticket type name or the first message in the conversation. If a ticket is created through the workspace UI, the email subject will be based on the ticket type name. However, if the ticket originates from a conversation in the Messenger, the subject line of the email notification will reflect the first message sent by the end-user in the Messenger. There is no current functionality to customize this at this time. But I do see how this could be useful to users and gladly will flag this with Product team.
Thanks!
Can you please keep the email notification with ticket title. Because the first message will be hi, or have an issue. this is coming common for all the tickets notification email and client users are facing much difficulty in finding the ticket details using emails Could you please provide urgent fix for this?
Following up that it would be extremely useful to have this be the subject associated with the conversation attribute/ticket or a generic subject line such as “You have an update”. With the current state, it is not useable.
hello I’d like to bump this request please having the ticket email come as “your reschedule ticket #84065181” feels quite impersonal and may make the member feel like they’re just a number rather than being personally supported. We’d just like the ticket title to be the email subject line, instead of the actual ticket name being used, this way can personalised each title like a normal email.
- Intercom Team
Hey all, for new feature requests you would be better off posting them in our product wishlist
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