creating this on behalf of customer
currently views doesn't support the condition "subject", so one cannot really restrict the display of tickets depending on subject line. while it's possible to get around this with triggers and tags, it'd be nice for views to have the condition to look for specific words / strings in ticket subject
This enhancement is truly strategic for team productivity. With nearly 90 votes, it clearly reflects a need shared by many customers. It would be very valuable to have feedback from Zendesk, especially since other ideas with fewer votes have already been addressed. The ability to filter by “Subject contains” would greatly improve the consistency of Views and align Zendesk with what several competitors already provide. Having to rely on a trigger to achieve this is not normal and unnecessarily complicates the setup.
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Thank you so much for taking the time to share your feedback with us!
We’re excited to let you know that your feature request for view conditions by subject has been added to our backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Additionally, we’re pleased to announce that sorting and filtering by subject has been released recently as requested by our users.
We’ll keep this post open for comments so others can join the conversation and share their use cases. Please remember, as outlined in our Community Guidelines, we can’t guarantee prioritization of any individual piece of feedback, but every suggestion helps us better understand your needs.
Thanks again for your valuable input!