Zendesk app should not update ticket subjects on existing tickets when calls are attached.

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  • Updated 3 months ago
1. US
2. We are an IT Managed Services Provider
3. We love the zendesk integration app and like that it can create new tickets from calls but have noticed that when a call is attached to an existing ticket it rewrites the ticket subject. 99% of the time those ticket subjects we have already carefully written and I don't see a reason why the integration should rewrite the subject when attaching to an existing ticket. It is great that it goes and attaches call details and recordings. And we like that it writes a subject when a new ticket is created from a call, just don't want it to rewrite existing ticket subject lines.
4. We have a ticket we have already created in ZenDesk an agent then makes a call to act on that ticket or get a customer update and attaches the call to that ticket, the subject should stay the same.
5. It would reduce any loss of data.
6. We have 8 digital lines I believe, 15 different actual users.
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William Hunt

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Posted 3 months ago

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