Description:
Currently, when chat conversations are converted to tickets, Intercom's automatic email notifications continue to use the first line of the original chat conversation as the email subject line. This creates several problems:
- Generic, near-identical subject lines across all ticket emails, since they all pull from similar opening chat messages.
- Truncated or awkward text that cuts off mid-sentence.
- No reference to the ticket itself or ticket #, so customers cannot tell which ticket an email relates to.
The result is that every ticket email looks the same in a customer's inbox, making it very difficult for them to track, manage, and prioritize their open tickets.
Requested Feature:
Add the ability to customize the subject line for email notifications tied to tickets, so that each subject line includes:
- The ticket number (e.g., "[Ticket #12345]")
- A meaningful ticket description or title, rather than the first line of the chat
Ideally this would be supported through one of the following:
- A template system for dynamic subject lines (e.g., "[Ticket #{{ticket_id}}] {{ticket_subject}}")
- Pulling from the ticket's existing subject/description field rather than the chat's first line
- A configurable default format that applies to all ticket-related email notifications
Business Impact:
Distinct, ticket-aware subject lines would let customers immediately identify which ticket each email concerns, search their inbox by ticket number, and prioritize responses accordingly. This reduces the risk of missed or overlooked communications and meaningfully improves the customer's ability to self-manage their support tickets via email.
Note: this request is related to to the below idea but is not identical.
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