SmarterTrack Agents are able to change the subject of a ticket in order to better facilitate tracking when searching, sorting or browsing tickets at a later time. For example, imagine a User submitted a ticket with a subject of "I need help!!". By adjusting the subject to reflect what the ticket is actually related to, such as "Transaction Declined", Agents can more easily find tickets related to billing inquiries.
While the Agent has the ability to adjust the subject line on their email reply, that's not the best approach. When the subject is changed by the Agent using the Change Subject Action within the ticket itself, the new subject will be used for all of an Agent's future replies on the ticket instead of JUST on the one reply they've sent. In addition, the subject entered by the Agent will be assigned to the ticket and displayed in the content pane.
Follow the steps below to change the subject of a ticket:
- Log into SmarterTrack as an Agent.
- Click the Tickets icon.
- Navigate to the desired ticket. In the preview pane toolbar, click on the Actions (...) menu and then click Change Subject from the dropdown menu. (Alternatively, you can double click on a ticket to open it in a new pop out window.)
- The Subject modal window will open. Here, you can adjust the subject text in the New Subject field.
- Click OK. The subject line will be adjusted in the content pane grid. NOTE: If viewing the ticket in a popped out window, there may be no indication that the subject has been changed. View the ticket's subject in the content pane grid or reply to the ticket to see the changes.
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