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.
+2I 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. 😔
+3I 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.
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