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Append an external ticket number to the subject line of a case

Our servicedesk is regularly in touch with another servicedesk. Just like HelpSpot their help desk system groups e-mails together in a case by using a number in the subject line of the e-mail. Theirs is put in-between asterisks so it doesn’t collide with ours. Is there any way for us to automatically append this to the subject line?

We copy the number and put it in a custom field, I’ve tried to set up a trigger that puts the data of that field into the subject line but there doesn’t seem to be any way to alter this. Is it doable?


You would do that through the email templates in Admin > Customize > Email Templates. There you can modify what fields are included in the subject line of various email.