So, using the info from this old forum post:
Help Desk Software Forums by Web Help Desk - Customize E-mail Subject Line
I was able to create CustomLabels.properties and change the subject lines to include the useful info at the front:
Instead of:
Ticket 999 Open (Updated) --> Ticket Subject Line: Start of ticket descriptio...
It's now:
OurHelpDeskName: Ticket Subject Line: Start of ticket descriptio... [#999 Open (Updated)]
That works fine, except now when people hit reply on their email client, a new ticket gets generated instead of a note getting added, which is the normal functionality on an unmodified Labels.properties file. Yes, we can still use the "Add Note" link in the email, but I'd like our custom subject line without breaking the reply functionality. How can I make this happen?
My CustomLabels.properties file contains:
email.msg.updated.subject.client = EngHD: <var4> [#<var1> <var2> (Updated)]
email.msg.updated.subject.client.closed = EngHD: <var4> [#<var1> <var2>]
email.msg.newTicket.subject.client = EngHD: <var4> [#<var1> <var2>]
email.msg.approval.subject.client = EngHD Approval Request: <var4> [#<var1> <var2>]
What am I missing to make replies work again?
Thanks!