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Custom conversation titles or subjects

Helpdesk

Currently the latest message is displayed as the subject of the conversation when viewing it in the list.

However customizing it to the topic would allow searching the conversation much prompter.

Example:

Alternatively:

Allow using custom conversation attributes for that purpose

Post type
💡 New feature
What part of Help Desk?
Posted by Jason (PT) ·
1 comment

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Comments1

  • Jason (PT)

    •

    Nov 11, 2025

    Yes, this would be great. What would be ideal would be if the AI could read the thread and create a summary of the thread, so that you can get an idea of what this is about at a glance. Even if it were a section on the right that you could show or hide that was like called “AI Summary” with bullet lists like.. with “Next Step” so it would auto generate..

    ====
    AI Summary might have Next Steps, how long since last contact and summary
    =====

    Next Step :

    The customer is waiting for an answer to their billing questions from employee X. They stated that they would respond within 24 hours.

    Total Interactions
    3 Interactions of 4 Days

    Summary:
    Mike Jones contacted us 2 days ago about wanting to get the price of their subscription. This was esclated to billing, who is investigating.