Handling Tickets Without Public Comments in Zendesk
What happens if a ticket has no public comments in Zendesk?
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 field is visible to end users and that there is at least one public comment on the ticket. This will help the placeholder display the correct information.
More related questions
Why does the {{ticket.title}} placeholder show the first comment instead of the subject?
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…
How can I make the Subject field visible to end users in Zendesk?
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…
Can agents edit ticket titles in Zendesk?
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…
Is the behavior of {{ticket.title}} placeholder a bug in Zendesk?
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,…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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