Allow Subject Field Customization for Form Channel Ticket Submissions

Feature requests
1

Title: Allow Subject Field Customization for Form Channel Ticket Submissions

  1. What is your original issue/pain point you want to solve?
    When users submit tickets via the Form channel, the resulting ticket title is automatically set to the name of the form. There is currently no option to let users input a custom subject/title, which limits flexibility and reduces the usefulness of the ticket overview for agents.

  2. Which are one or two concrete situations where this problem hurts the most?

  • When a form is used for multiple request types (e.g., general inquiries, technical support, billing), all resulting tickets have the same title, making it harder to identify or prioritize them without opening each ticket.
  • For teams using integrations or triggers based on ticket titles, the lack of a subject field prevents efficient automation or routing.

  1. Why is it not solvable with the Zammad standard?
    Currently, there is no built-in option in the Form channel settings to enable a subject or title field for end-users. The form title is used unconditionally as the ticket title, with no user input allowed.

  2. What is your expectation/what do you want to achieve?
    Add a toggle or setting in the Form channel configuration that enables a “Subject” input field in the public form. When enabled, this field would allow the ticket title to reflect the user’s subject instead of defaulting to the form name. This improves clarity and enables better triaging, filtering, and reporting.

Your Zammad environment:

  • Average concurrent agent count: 5
  • Average tickets a day: 30
  • What roles/people are involved: Admin / Tech Support / Users
2

The default web form data entry misses a custom subject/title line.

In the current situations, all tickets created from the web form have the same title/subject line, that can be only changed manually by the operators. When the number of tickets is relevant, you get a flood of “same-titled” tickets that are difficul to manage and pass among operators.

I propose letting the web form user add the subject line like in an email; this could be eventually an option to be explicitly enabled in the “Configuration->Web” section.

Pretty please :slight_smile:

3

I was just going to add this request myself =)

I’ll resubmit with the proper template =)

4

Closing this in favor for the “template version” at