I’m currently having the problem with customers who, when writing a title for a ticket, they simply write two words (the function of the component they’re having problems with), which is not very verbose when it comes to telling different issues apart, so the title always has to be re-edited manually.
I think that, in order to make it clearer what the Title field is for, it should be renamed to Summary, so people at least try to summarize the issue they’re having.
The title technically is the subject (in most of the cases).
I personally think that “Summary” is a even worse wording which will lead to huge piles of description texts that might not be what you’re looking for.
Try to let them send a mail and see if it gets better. If it doesn’t, it clearly is not a issue with the naming, but with the way your users interact with you.
But that’s just my opinion here.
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