Understanding Ticket Subject Logic

In CloudRadial, Partners can customize how tickets come through to them in various ways. One of these ways is to choose how the subject of the ticket itself comes through.

• Understanding "Append Subject to Ticket Description"
• Understanding "Is Subject?" On Specific Questions
• Question-Only Subjects
• FAQs and Best Practices

Understanding "Append Subject to Ticket Description"

Each ticket has the option to choose to Append subject to ticket description? 

This comes pre-selected on all newly-created tickets. This ensures that the Subject field is indeed the subject of the ticket once it is submitted. This is true of all tickets, regardless of specific PSA (and even email-only connections).

• Note that this subject will ALWAYS come first in the subject of the email. As explained in the following section, you can have more than one field populate the subject of the ticket, but the ticket subject itself will always be first.

Below, you can see that the subject is Onboarding, and the option to make this the subject is selected.

Once the ticket is submitted by a user, you can see that the subject of the ticket is, in fact, the subject we called for earlier. The example below is within ConnectWise Manage. 

Understanding "Is Subject?" On Specific Questions

To make tickets more contextually rich and easier to understand, you can further define what the subject should be through a user's responses. Many questions within CloudRadial's form builder have the checkbox for Is Subject?

When toggled, this will append the user's response to that question to the subject of the ticket. The following logic applies to these responses:

• The order of the subjects will be dependent on their order in the CloudRadial form
• The subject entries will be separated by a dash

Let's see another example based on the same ticket as the section above. This time, we'll mark three questions as Is Subject? as well as the top-level ticket subject. The screenshot below shows the questions being marked as such.

Once submitted, here's what the ticket subject looks like:

You can likely tell how much easier it is to discern the nature of a ticket with a richer, more descriptive subject. Compared to the previous example of just "Onboarding", the ticket now has the essential details to give much better context to the technicians triaging and responding to the ticket.

Question-Only Subjects

You do not need to have the ticket-level subject checkbox enabled to have the other question-based subjects come through in the ticket. If you want the answers of the user submitting the form to drive the subject, you can simply leave the ticket-level checkbox unchecked and choose your question-level options as needed.

The use case for this is typically when MSPs want to drive automation based on subjects and need a reliable way for users to choose a set string of text to trigger the automation in their PSA.

For example, you can see that the ticket below is driven purely by question-level subjects:

As a user goes to submit the ticket, it comes through as such into the PSA:

In short, you have full flexibility to decide where and how the subject is derived within a ticket. If no ticket subject is selected anywhere (not on the ticket-level, nor at the question-level), CloudRadial will automatically append the ticket-level subject. This is to avoid issues with ticket submission and to ensure that the user has the best and most reliable ticketing experience. 

FAQs and Best Practices

• What if there's no subject specified anywhere?
  • Usually, tickets can't be submitted if the subject doesn't exist. If there is nothing toggled anywhere on the ticket to indicate what the subject should be, CloudRadial will automatically add the ticket-level subject on the ticket to prevent the ticket from failing in its submission.

• Are there limitations on the length of the subject?
  • Yes, but they vary between PSAs. You will need to refer to your PSA documentation to understand your specific limitations. As a best practice, limit your subject to the most vital parts of the form so that technicians don't suffer from ticket subject overload.