The subject of the message should be visible without having to click on the email address of the sender. Also, why does it appear because I click the email address? Doesn’t make any sense. I was just desperate trying to find the subject so I clicked it by accident and there it was.
Put the subject back
Agreed on this, I too find it frustrating especially once I have changed the subject line for subsequent emails in the thread.
100% agree. Front team said this was removed because of “visual clutter” but in the CS role (and in most emails) subject lines include key information that’s integral to answering every ticket and/or email.
+3I disagree. I like that it’s not displayed on every message; it’s shown above the conversation, and displaying it on every message adds visual noise.
I have seen it on messages. It seems to be displayed in certain contexts, when relevant, which is great.
I disagree. I like that it’s not displayed on every message; it’s shown above the conversation, and displaying it on every message adds visual noise.
I have seen it on messages. It seems to be displayed in certain contexts, when relevant, which is great.
I understand where you’re coming from here, but we do have a team that edits that since it functions more like a “heading” while maintaining the subject for the email itself. If the subject becomes more of a heading that can be edited, it would be beneficial to still be able to see the subject.
+4I think this should be an inbox level preference. That way teams that want/need to see the subject can enable it, and it can be hidden for teams that view it as noise.
Where the “hidden” subject line has mainly caught me out is when I utilize a template for a reply and it auto fills the subject but I don’t notice since the Subject isn’t visible. I’ve been caught a few times where we have a placeholder in the subject line to fill in with something specific to the thread only for it to be sent out with something like Invoice: ###### since I didn’t catch it. 😔
+4I think a good compromise might be to show it by default if it is different from the main subject at the top of the email chain. If it’s the same there’s not much need to see it really, but when someone changes it there is often time relevant info there that needs to be front and center, so to speak.
I think a good compromise might be to show it by default if it is different from the main subject at the top of the email chain. If it’s the same there’s not much need to see it really, but when someone changes it there is often time relevant info there that needs to be front and center, so to speak.
I agree here. Alternatively, there could be some opportunity to collapse/expand like we do with email addresses where we get a truncated version or a toggle of some sort to show or hide it. The default behavior could be managed in settings.
+2I like the idea of having it at a user level preference. I personally love that it’s hidden until I expand it, but we have several teams who merge several conversations into one and rely on fields like the subject to ensure they’re responding correctly. It’s a bit of a pain for them when they have to constantly click to expand.
+1Another 100% agree the recent change was not a positive one. Comments from our team included:-
- It used to be visible and now you have to click. Just craziness, it certainly didn't clutter the email!
- This is a problem for me every single day. It never cluttered up the view for me and now I have to make click so much more.
- I agree too! Just an unnecessary update imo!
Yes! Please put the subject line back the way it was so we can see it without having to click it - or at least allow settings so we can choose to have it ALWAYS visible. Thank you!
Agreed! Please bring that back!
+5
+5Great to see all the discussion here. I’m going to tag a few of you to give more detail because I want to understand your workflows and what the core needs are. That will help me understand how we can find the best solution moving forward.
+5
+5
+5
+4Agreed. I’m running into the same issue when cleaning up emails in my inboxes.
Whenever I open the contact details and the left panel at the same time, the email subject line completely disappears. Since I need the contact details open while I work, I end up having to constantly expand and collapse the left panel just to see the subject again and to have access to the inboxes.
It’s really not convenient, and it means we can’t have both panels open at once — which slows things down quite a bit.
Would be great if we could keep both visible without losing the subject line!
Great to see all the discussion here. I’m going to tag a few of you to give more detail because I want to understand your workflows and what the core needs are. That will help me understand how we can find the best solution moving forward.
Good morning Connie,
An example used frequently by members of my team would be: We need an action taken on a purchase order (ie; revisions) and we want to call that out in the Subject Line instead of simply “Re;” because a lot of times the customers will simply ignore an “Re;” because they assume it is a confirmation coming back and not an action to be taken on their end. We also use this when forwarding to another department or 3rd party that isn’t on Front to clarify the subject. Example: Customer titles the email “Return” but we want to add what PO or Sales order it is associated with in the subject line for easy tasking on the next party’s end.
Thanks!
+1
When an initial enquiry form is received from a customer the subject line is automatically created as follows and the character string ‘Car Rental Quote’ routes the email into a specific email box identifying it as a new enquiry requiring a quote:-
Car Rental Quote DEC - John Smith
When we reply to the customer with a quote we remove the word Quote as this enables us to route a reply into the shared email box:-
Car Rental DEC - John Smith
When the customer decides to book a rental we add our reservation number to the title as follows:-
Car Rental DEC - John Smith - Res No: C/L25010001H
This identifies the year and month the rental was booked as 2025 and 01. The number of the reservation in this case 0001 and a letter identifying the person in the team who made the booking - H
Once the booking is confirmed we add Confirmed so we know the booking is complete:
Car Rental DEC - John Smith - Res No: C/L25010001H - Confirmed
At later stages we may add additional information e.g. if they pay in advance:
Car Rental DEC - John Smith - Res No: C/L25010001H - Confirmed - PAID
Visibility is important as It saves time. We already have to do more clicks with the tagging issues so having to click to view subject line adds more to that.
We have customers who will change the subject line according to their reason for emailing "Change requested" for example. Also customers who send a separate email with their own subject line, when we merge it takes the latest subject line and updates it up the very top.
We need the prompt in the subject line of the email to change it back so that we can see where a booking is at just from a glance and make the main top header accurate again.
We need to see the booking ID to know whose booking it is, especially now the tags all can’t be seen.
We also need to see the stage it is at, confirmed? Paid? Urgent? (again as tags not visible without clicking in, even more necessary)
Finally, it prompts us to add in the reservation number at the initial booking template stage, this makes it searchable as one booking. It is easily forgotten when busy and now that it isn't a visual prompt as missing within the subject line as you type.
We have found in the past, if that line is altered in error at any point, it will NOT update ever again when the email subject lines change within it. So it isn't an accurate reflection of the booking stage in those cases.
Some of this could be achieved by using Tags however, having it in the subject line makes it obvious to the team but also advises the customer of where their booking is in the process:
Car Rental DEC - John Smith - Res No: C/L25010001H - Confirmed - PAID
They can see instantly the month the car is booked for, the name the booking is in, their reservation number, that it has been confirmed and that they have paid.
I hope this makes sense.
+1
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