benevento

Hey @bigtrousers

Try setting a default value for all other fields as well … (starting with the Description field as that sounds like something that has to have a value, like the subject) … and it does not matter whether a field is used on your ticket form or not.

From memory I believe I renamed my Description field to something else (which I cannot remember now of course :-), maybe Message) so just setting a default value for Subject worked for me. That’s probably because I made the other field required on the form.

And that’s the other thing you could try … try making some of the important looking fields on your form as required, so there has to be a value in them.

Thank you very much for your help!

To anyone who encounters the same problem: Make sure there is a default value set for the Subject field (regardless of whether you use it on your form or not). Go to Support => Custom Fields => Ticket Fields to do that.

Furthermore: I have just tested it and responding to an already existing ticket (created prior to version 3) works.

There seems to be an issue with line endings as the newlines entered in the editor box do not appear when viewing a ticket (and in notifications, but I would need to check that in more detail).