Issue: Ticket Status Notifications not inheriting the original Web Widget Subject Line

Hi everyone,

I’m looking for some help regarding the email notifications sent when a Ticket status is updated.

The Issue

When a customer raises a ticket via the Web Widget, they often provide a specific subject or context. However, when we change the status of that ticket, the automated email notification sent to the customer uses the default Intercom format:

“Subject line uses the ticket type name”

The Desired Behavior

Instead of the generic Ticket Type name (e.g., "Support Request" or "Bug Report"), we want the email notification to retain the original subject line of the ticket or the initial message sent by the user.

Currently, it feels like the system is treating these as "Tickets created through the workspace UI" rather than maintaining the thread continuity from the Web Widget.

Questions

1. Is there a way to map the Ticket Attribute "Subject" directly into the Email Notification template subject line?

2. Has anyone found a workaround using Workflows to send a custom email on status change that keeps the original thread/subject intact?

3. Is this a known limitation of the default Ticket notification settings?

I’d appreciate any insights or workarounds the community might have!

Tagging: #Tickets #Workflows #EmailNotifications #CustomerExperience