The {{ticket.title}} placeholder displays the first comment instead of the subject because the Subject field isn't visible to customers. If the Subject field is deactivated or set to 'Agents can edit', it won't be visible to end users, causing the placeholder to render the ticket's description, which is the first comment.
To resolve this, ensure the Subject field is visible to end users. If you need help reactivating this field, refer to the article on deactivating and reactivating ticket fields. Note that if a ticket lacks public comments, the placeholder will render as 'Untitled Ticket'.
To make the Subject field visible to end users, you need to adjust its settings. If the Subject field is deactivated or set to 'Agents can edit', it won't be visible to end users, causing issues with placeholders like {{ticket.title}}. Ensure the…
If a ticket has no public comments, the {{ticket.title}} placeholder will render as 'Untitled Ticket'. This occurs because the placeholder relies on either the subject or the first comment to display a title. To avoid this, ensure that the Subject…
Yes, agents can edit ticket titles in Zendesk, provided they have the appropriate permissions. If agents are unable to edit ticket titles, it might be due to their role settings. Ensure that the agent has a full 'agent' role or a custom role with…
The behavior of the {{ticket.title}} placeholder showing the first comment instead of the subject is not a bug; it is expected behavior. This occurs when the Subject field is not visible to end users. If this behavior does not suit your workflow,…