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Email subject line copied into ticket?

  • October 23, 2025
  • 1 reply
  • 34 views
C

We take in some emails from parents who don’t have access to our ticketing system. Often info will be included in the subject line of the email, but when that gets copied into a ticket only the body of the email makes it in, not the subject line. Is there a way we can retain that so we can see what the subject line says when converting into a ticket?

Best answer by RSmith_iiQ

​@CSeverson 360d3c3 tbcs Thanks for reaching out. Your tickets received from emails are coming in with no subject line because of your ‘Emails to ticket@” when From Email rule. This rule is setting the issue to “General Request,” which is removing the subject line. You would need to remove this action from the rule if you would like to receive the subject line from the email. 

1 reply

RSmith_iiQ
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  • RSmith_iiQ
  • Employee
  • Answer
  • October 23, 2025

​@CSeverson 360d3c3 tbcs Thanks for reaching out. Your tickets received from emails are coming in with no subject line because of your ‘Emails to ticket@” when From Email rule. This rule is setting the issue to “General Request,” which is removing the subject line. You would need to remove this action from the rule if you would like to receive the subject line from the email. 

J
Kathryn Carter
MLund_iiQ
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