Ticket Name vs Description field solution

[trgteam]

Given the way Customer Alerts map Ticket data fields we are only able to use the Description field and Description field (First line only) variables to identify tickets (Other than the Ticket Number). Would it be a good idea to use the Extra Fields (i.e. Cause or other) for a Ticket Name field so that we can actually maintain the Name even when the description changes? Let me know if we are missing something or if it makes sense?

Thanks!

[Support Team]

Thank you for posting. Well, assuming we're on the same page here and discussing automated email alerts sent to customers on ticket open, close, etc. then - such alerts are based on Email Templates where you have full control over the design and content of such email alert notifications - they are based on Email Templates. This means that the number is definitely in there, or can be added if needed. Check out the Alerts to Customers guide for all details. Of course, if you were referring to something else, please let us know.

[trgteam]

Thanks! Definitely referring to something else. Here goes a better explanation:

We currently create email alerts with the given data fields: Ticket Number and Ticket Description: (Which also has Description- First paragraph only data field) as part of the email

That is great but there is no option for a Ticket name as a title (Something brief and concise) to put in an email subject line for instance. The issue with Ticket Description: (Which also has Description- First paragraph only data field) is that as soon as you update the Ticket Description field, the title changes in the subject line. Example subject line:

Project: 0500-1896 | Project Mega Network Implementation

after update to the description field the subject line then becomes:

Project: 0500-1896 | Update 12/16- Completed Kickoff meeting

We are thinking of using one of the extra fields to solve for this (so that "Project Mega Network Implementation" stays the name regardless of the most recent change to the description- "Update 12/16- Completed Kickoff meeting") unless we are missing a feature already available.

Hopefully that makes more sense!

Thanks!