How to Edit a Ticket Subject in BoldDesk
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. Explore Managing Roles and Permissions in BoldDesk.
Steps to Edit a Ticket Subject
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Navigate to the Ticket whose subject you want to edit.
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Click the Ticket to open it.
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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.
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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.
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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.
FAQs
1) Can I edit a ticket subject without the permission?
No. Agents must have Edit Subject enabled in Admin → Roles and Permissions to update a ticket’s subject.
2) Can I bulk‑edit subjects for multiple tickets?
No. It is not possible to edit the Subject field in bulk. Please modify the subjects individually within each ticket.
3) Can automations change the ticket subject?
Automations do not change the Subject field. Please use agent edits to make updates to the subject.
4) Does changing the subject affect ticket ID or email threading?
No. The Ticket ID stays unchanged. Further responses follow the same thread but adopt the revised subject.
5) Is the subject condition in ticket creation automations case‑sensitive?
No. Subject conditions in BoldDesk automations are not case‑sensitive. When you configure conditions such as Subject contains, equals, or starts with, BoldDesk matches the text regardless of letter casing.
6) Can the subject line be removed from ticket forms in BoldDesk?
No. The subject is a system-defined field, and system fields in BoldDesk are predefined and non‑editable. Therefore, they cannot be removed from ticket forms.
7) What configuration options or limitations apply to the subject field?
- You cannot delete or hide the subject field since system fields cannot be removed or modified.
- Agents can edit the subject of an existing ticket only if they have the required permission (“Edit Subject”).
- Editing the subject does not trigger a customer notification, but future replies will include the updated subject.
- You can restrict editing of the subject in the customer portal. Explore How to Restrict Editing of Subject and Description in the Customer Portal.
