Ticket Title Automation

Serena Cappellini Updated by Serena Cappellini

DeskDirector Forms come with adaptive titles, which will allow you to populate the ticket's subject line with the most relevant information.

It's designed to give both your tech team and your clients a preview of the tickets logged.

Here's an example of a very simple form we've built to show how the adaptive title feature works - it applies to the forms you've created too.

Once you've finished building your DD form, click on the Title tab next to editor.

We've added the text "New User: " in the box, and now will proceed picking our Arguments to populate the title properly.

Click on the "Add Argument" link, it will show you all the questions you've added to the form.

In our case, you see the BASE section only as we haven't created any further sections, and the list of questions asked: First Name, Last Name, and Start Date.

Any question type can be used as an argument for the title.

Once you click on the question you want to appear, the form will create its first argument and add it to the title:

We can now add the remaining arguments we need to compose the title we want. In this case, we want to say in the ticket the New User's first name, last name, and starting date. It will look like this:

don't forget to save the form once you're finished with the title!

We can now go have a look at what happens on the Portal side of things. We found the form, and filled it out to test the new adaptive title:

After clicking the Submit button, we can go have a look at the list of open tickets to check out how the title is going to display:

As you can see, the ticket title reads "New User: Bruce Wayne | Start Date: Sun 16 Jun, 2019".

Don't over populate the titles! Ticket title automation is a powerful feature, and overcrowding it with information defeats the purpose of having a first-glance idea of what the ticket contains. We recommend to choose a maximum 3-4 arguments to form your ticket.

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