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How to Edit a Ticket Subject in BoldDesk
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Efficient ticket management is key to clear communication and accurate records. In BoldDesk, editing a ticket subject is quick and helps keep titles relevant. Whether fixing a typo or updating the subject to match a new issue, here’s how to do it:
Before proceeding, ensure that the agent has the ‘Edit Subject’ permission enabled to make changes to the ticket subject. For more information about this, please refer to this article: How to Manage Roles and Permissions
Steps to Edit a Ticket Subject
- Navigate to the Ticket whose subject you want to edit.
- Click the Ticket to open it.
- Hover over the Subject Line: Move your cursor over the subject line of the ticket.
- As you hover, two icons will appear: an edit icon (usually represented by a pencil) and a copy icon.
- Click the Edit Icon to enable the subject field for editing.
- You can now update the ticket subject to better reflect the issue or request.
- Click the tick (✔️) icon to confirm and save.
Customers will not receive an email notification when the subject is edited. However, when the agent or customer replies to the ticket, the email will be sent with the updated subject line.
