Usually, when a customer raises a ticket in your support portal through email, the follow up conversations on that ticket carry the ticket ID on the subject line of the emails. You can now choose to remove the ticket ID from the subject line and make your support emails more personal. follow up conversations on that ticket carry the ticket ID on the subject line of the emails. You can now choose to remove the ticket ID from the subject line and make your support emails more personal. 

The replies from customers will still be added to the corresponding ticket thread and will not get converted to a new ticket. 


Quick guide to adding ticket ID in the subject of the reply emails 


Disabling the ticket ID in subject line option from email setup only works with your manual ticket replies and forwards. The email notification that goes to your customers from your helpdesk has ticket ID in the subject by default. You can manually remove it from these notifications. Here is how to do it:


  • Login to your support portal as an administrator
  • Go to the Admin > Workflows > Email notifications
  • Click on the Templates tab
  • Click on the edit button next to the Agent Reply Template
  • By default, the subject line will only have the {{ticket.subject}} 
  • Add the placeholder {{ticket.id}} (by clicking on the Insert Placeholder button) if you want all your replies to carry the ticket ID in their subject lines.


Quick guide to removing Ticket ID in automatic email notifications

  • Under email notifications, choose the Requester Notifications tab.
  • The ticket ID placeholder will be included in the subject line for these notifications:
  1. New ticket created
  2. Agent adds comment to a ticket
  3. Agent solves the ticket
  4. Agent closes the ticket


  • Click on the Edit button next to these notifications.
  • Remove the [#{{ticket.id}}] placeholder from the subject text box.


Now the notifications to requesters regarding their tickets will not carry the ticket ID. Their replies to the notification emails will get appended to the corresponding older ticket. For example, when your requester replies to the notification that says ticket #12345 has been received in your helpdesk, his reply is added to ticket #12345, no new ticket is created.