[Self Hosted] Hide special Title element

[Seb]

• Used Zammad version: Zammad Version 5.0.x
• Used Zammad installation type: Repository from Zammad
• Operating system: Linux Debian 10
• Browser + version: Opera LVL2 (core: 73.0.3856.400)

Situation:
Hello,
in our Zammad installation we are write at the beginning from every Ticket Title the Organization Name manual into [Organization] after these we have the Problem
Example:
[Organization1] Machine not working
For the internal Usage all is ok and we have no problems and much more overview in the list on the left side, what custoemr have what problem. For us it is fast and easy in usage.

Question:
But when we need help from the manufacturer of the machine and write a E-Mail directly with Zammad to the Manufacturer, we have automaticlly in the E-Mail Title all these informations:
[Organization1] Machine not working [Ticket#392847]
But i think with the personal data privacy it is not correct that we share with the email title direct the organizaion name. Now the question is, can i add the organition name automaticlly with a object into the Title and when it is possible, can i hide this object automaticlly when i send a mail?

Thanks a lot for your help.

[MrGeneration]

Why aren’t you using the organisations in Zammad?
You could safe yourself from using the ticket title.

https://user-docs.zammad.org/en/latest/extras/organizations.html

Of you’re using the optional subject field.
https://admin-docs.zammad.org/en/latest/misc/composer.html

[Seb]

Hello Mr Generation,

thanks a lot for your post. When i create a Ticket, i use the User who had Problem and this user has his Organisation. Thats clear for me

But i have many Cases in the left Ticket Bar. And when all Tickets have the same Subject or only with a little bit different in the Subject, it is very hard to see directly what ticket is from what company. And i must click on every Ticket to see the Detail and the Customer from the Ticket.

And that is the reason why i had the Idea with the [Customer] Subject.

Attached you see a example from my daily view into zammad.

Thanks a lot for all.

[MrGeneration]

Okay wow.
If I’d be you, no matter if with customer attached or not, I wouldn’t be able to differentiate the “problems”.

In case this is caused by e.g. a form, did you know that you can rename ticket titles to actually have a short useful description of what’s waiting inside?
https://user-docs.zammad.org/en/latest/basics/service-ticket/settings.html#renaming-a-ticket

The approach you’d like is technically not possible with Zammad. You could tweak that with an API script to add the customers name to ticket titles not having it yet, however, I think that’s sketchy.

If you believe this is a useful thing for Zammads Core, please create a feature request here:

Feature requests