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Topic

    Frank Littlejohn
    Leave Email Subject BlankAnswered
    Topic posted June 19, 2019 by Frank LittlejohnSilver Medal: 2,000+ Points 
    39 Views, 12 Comments
    Title:
    Leave Email Subject Blank
    Summary:
    Is there a setting to leave the email subject blank?
    Content:

    When we receive email without a subject, the subject is populated with the first few words of the body of the email. Is there a way to configure it to be left blank or set a default value?

    Version:
    17D

    Best Comment

    Sebastiaan Draaisma

    Hi Frank

    A subject for email can not be removed entirely as this is controlled by your contact who is using (outlook, gmail yahoo etc) where the subject is available. You are able to remove the subject from your workspace but you may miss vital information as the sender will be unaware that what he/she writes there will not be read. This may cause irritation when an agent has to email your client to ask for information that was originally provided in the subject.

    If you really want to do this (which I do not advice as you may miss vital information) is to use a CPM that will make the subject blank as soon as it arrives in the system. Any reply from OSVC would than only contain the incident ref number (which you can not remove as it is the identifier to keep replies within the same thread).

    I'm curios as to why you would like to remove the subject.
    If it's to remove a certain pre-/suffix that is added by an external system than it is better to fix this at the source but even that can be fixed with a CPM and PHP preg replace. But my advice is to keep the subject as it may contain information that is required to handle the incident which prevents your agents from having to mail back and forth (increase costs & bad customer experience)

    Comment

     

    • Mary Gilbert

      Are you talking only about incidents created only via email, or incidents created from your AAQ pages?

      --Mary

    • Mary Gilbert

      OK, thanks.
      There is no out of the box way to do what you're looking for for incoming emails.  It may be possible with a customization of some sort, but a subject is required by default, and the system is designed to fill in the subject value with the beginning of the body text if there is no value in the subject field upon submission.  This ensures that every incident has a subject when it is created.

      However, it is possible to set a default value for the subject on the AAQ page.  

      Hope this helps you.

      --Mary

       

    • Sebastiaan Draaisma

      Hi Frank

      A subject for email can not be removed entirely as this is controlled by your contact who is using (outlook, gmail yahoo etc) where the subject is available. You are able to remove the subject from your workspace but you may miss vital information as the sender will be unaware that what he/she writes there will not be read. This may cause irritation when an agent has to email your client to ask for information that was originally provided in the subject.

      If you really want to do this (which I do not advice as you may miss vital information) is to use a CPM that will make the subject blank as soon as it arrives in the system. Any reply from OSVC would than only contain the incident ref number (which you can not remove as it is the identifier to keep replies within the same thread).

      I'm curios as to why you would like to remove the subject.
      If it's to remove a certain pre-/suffix that is added by an external system than it is better to fix this at the source but even that can be fixed with a CPM and PHP preg replace. But my advice is to keep the subject as it may contain information that is required to handle the incident which prevents your agents from having to mail back and forth (increase costs & bad customer experience)

    • Justin

      an easier option would be to use a workspace rule to set the subject to no value on incident load

    • Justin

      you could also just ignore the subject field  altogether (which alot of people do) and just update your mail template to use somethign more generalized. 

    • Justin

      Obviously swapping out "company name" in my example for the actual company or product you are supporting

    • Sebastiaan Draaisma

      A change made in the subject used in the message template will not reflect a change in the incidents.subject field, it's only used by the message template which could be fine for a question receipt. But removing the subject is definitely not something I advice as you are essentially removing (potential important) information without the senders knowledge which may cause an agent having to ask for information that was originally provided. I personally would question the agents ability to read the incident should I be asked to provide information that I provided in a subject. It would personally frustrate me knowing the service request could have been solved and that instead I now have to write it again and wait another day for things to get resolved.

      Create a report with the incidents.subject column and you will see everything you will be missing out on.

    • Justin

      Right, but im assuming the reason to default it to something else or make it blank is because the response email subject would look weird with just the first few words of the body and incident ref# when agents are sending it back to the customer. 

    • Justin

      and when i say ingore the subject, i mean as it relates to the response templates. 

    • Sebastiaan Draaisma

      Yeah, that makes sense. I had a hard time believing you meant a lot of people would remove the subject from the incident :-)
      "you could also just ignore the subject field  altogether (which alot of people do)"
      Changing the subject in the message template is indeed something a lot of people do, as this will retain the original subject in the incident.