Hello. I have been trying to find if there is a way to allow agents to set subject line on the email to the customer.
I do not mean the template email subject line but rather the ability to set one on a case by case basis.
Using templates was not really an alternative as some of our older tech support staff want to use the ticketing more in the style of e-mail. This as when support responds to customer over email after a phone call they want more flexibility when sending the initial email.