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Knowledge Base - Tickets without subject field

You can configure the system to not use the Subject or Message entry when opening a support ticket in the 'Support' within Settings. Look for the option "Hide Ticket Message or Subject".

If you are not using the subject, a new one will be generated automatically from the custom fields entered in the ticket. If you wish to customize the subject used, enter your custom format in the "Ticket subject format" setting. The following entries will be replaces by their values in the subject:

  • {subject} - Subject entered (if there is one)
  • {prodid} - Product ID
  • {product} - Product Name
  • {deptid} - Department ID
  • {department} - Department
  • {catid} - Category ID
  • {category} - Category
  • {userid} - Tickets User ID
  • {username} - Users username
  • {email} - Users email
  • {name} - Users Name
  • {date} - Date when ticket opened
  • {time} - Time when ticket opened

Eg:

{name} - {date}, {time}
Applies To

Support Portal

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