Subject change is not refelcting inside Freshdesk

Hello,
We are developing a custom integration that involves the requirement that listening to the subject change in a customer’s email to a ticket(the ticket’s subject will be taken as a source of truth and any change of subject in the customer’s reply will be considered as a subject change)

But the subject change is not reflected in the ticket conversations section inside Freshdesk. (PFA)

as you can see in the above screenshots, the mail has a changed subject (RE: testing ticket -01) but that is nowhere to be found in the Freshdesk. Only the body is appearing. Is this the default behavior of the Freshdesk? can someone help in this issue?

Hi @Thamaraiselvan, It’s the default behavior of the product. Freshwork follows an email threading logic for every incoming email by using a ticket id in the subject, message-id, and unique Ticket identifier to understand whether an email is a reply to an already-existing ticket. So even if you change the subject for a reply, it will still be added to the existing ticket, and the Ticket subject will remain the same.

You can change the behavior to create a new ticket for every reply from a requester by turning on the flag in the Admin > Mailbox > Advanced email settings

However, the API or SDK doesn’t provide the email subject change details

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