Agents and Contacts can change the ticket's subject through the replies they compose from their mail system. The changes made to the ticket subject are reflected in HappyFox across all areas.
There is a category level setting governing this feature. Agents can toggle this feature ON/OFF for the different categories present in their help desk.
To enable the feature,
- Go to Main Menu > Manage > Categories.
- Open the category and go to Edit Advanced Settings > Ticket Reply Settings.
- In the Ticket Reply Settings section, choose "Yes" to "Update ticket subject when the subject is changed by An agent or Contact via email?" setting. Keep this setting in "No" if the ticket subject should not be changed.
- Click "Save Settings".
Alert❗️:If you or your contact have configured OOO(Out-of-office) emails and as a consequence, your tickets are getting their subjects changed with OOO text, it is advisable to turn off this feature for the respective categories.