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 Subject field is active and set to be visible to end users. For detailed steps on reactivating this field, you can refer to the Zendesk article on deactivating and reactivating ticket fields.
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…
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,…