Customize the ticket ID for enhanced ticket tracking

Customize the ticket ID for enhanced ticket tracking

Hello everyone,

Ticket IDs in Zoho Desk are the unique reference numbers that are assigned to tickets when they're created.

Agents generally use the ticket ID to locate a particular ticket and to reference a ticket in conversations and feeds. When customers know the ID of the ticket, they can use it in follow-up discussions.

Since ticket IDs act as the chief identifiers for tickets, it is imperative to keep them easy to recall. To help you do this, we're rolling out an efficacious new feature: ticket ID customization.

You can use this feature to set the ticket ID format for your organization in your help desk.

Here's a look at how you can customize the Ticket ID format:

You can change the ticket ID number (which we call the starting number) to a number greater than that of your current maximum starting number. For example, if your current maximum ticket ID is 1064, your new ticket ID can be 5001.



Introduce letters and symbols into the ticket ID by adding a prefix and/or suffix. Example: Reqno_5001.



Include a piece of information from the ticket in its ID using dynamic values in the prefix or suffix. Example: email_5001.



You can use the customized ticket ID format for all departments in your organization, or you can create separate ticket ID formats for each of your departments. For example, sales_5001



Here are some innovative ways in which ticket ID customization can benefit your organization:

Use it to rebrand the help desk

You can incorporate branding into the ticket ID by using your company's initials as the prefix or suffix. This will make it more recognizable to your customers.

Make ticket IDs easy to remember

Agents usually mention a ticket in a comment or feed using its ID, but when the ticket ID is just a random series of numbers it might be difficult to remember and the agent might even end up mentioning a different ticket altogether. Customizing ticket IDs with a prefix and suffix can make it easier to remember and avoid confusion.

Add more context

Using dynamic values, you can include details of the ticket, like its classification, priority, due date, and create date, in the ticket ID. Agents will be able to get pivotal information about the ticket just by looking at its ID.

Change the numbering sequence

The ticket ID of your first ticket in Zoho Desk is #101, but as you keep receiving more tickets this number will get larger. You can use ticket ID customization to change the number sequence to a simple one. The addition of a prefix and suffix ensures the Ticket ID stays unique.
Make the ticket id reflect your business processes 

A department in a help desk usually contains agents who handle specific types of customer issues. For instance, agents from the sales department are responsible for sales inquiries, while agents from the tech department are responsible for service and product-related queries. You can set up department-specific ticket IDs for each of these departments, to keep these two different types of tickets separate and organized.

Besides customization, we've also brought in two new settings that let you hide or show the ticket ID in the following places:
  • Subject line of outgoing email replies
  • Subject line of forwarded replies
Ticket ID customization is an awesome feature that can help Zoho Desk mesh seamlessly into your business processes. Please try it out and share your feedback with us!
 
Regards,
Varsha P | Zoho Desk

    • Sticky Posts

    • Using Agent Email Address as From Address

      Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage.  Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions about

    • Edit and Delete options in Comments

      A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important

    • Webinar 2: Supercharged customer support for growing business

      Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you:  Understand your customers better and their journeys to proactively support and engage them even before they ask for help.  Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service

    • Customize Colors of your Customer Self Service Portal

      You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme.  Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green

    • 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

      In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email

    • Recent Topics

    • Let's Talk Recruit: Super-charge hiring with Zoho Recruit add-ons

      Welcome back to our Let’s Talk Recruit series! This time, we’re diving into something that might seem like a small upgrade but has a huge impact on recruiter productivity: Zoho Recruit add-ons. Think about how much of your day is spent in your inbox or

    • Vendor Signatures Needed for Purchase Orders

      Hello everyone, We have a unique requirement that necessitates that Vendors & Suppliers formally acknowledge our Purchase Orders upon receipt. I was hoping that there would be an option to do so in Zoho Books, but that does not appear to be the case.

    • Is there an API to "File a Ticket" in Desk

      Hi, Is there an API to "File a Ticket" in Desk to zoho projects?

    • تغيير عمله الدفع"Change payment currency"

      ما هى طريقه تغيير عمله الدفع "ما هي طريقة تغيير عملة الدفع؟"

    • Store "Sign in with Google/Microsoft/GitHub etc." details

      Quite often now, users are using a sign-in provider like Google or Microsoft to sign into various apps and services. It would be great if Vault could remember which providers you use for each website and sign you in with that provider instead of a username

    • Critical Issue: Tickets Opened for Zoho Support via the Zoho Help Portal Were Not Processed

      Hi everyone, We want to bring to your attention a serious issue we’ve experienced with the Zoho support Help Portal. For more than a week, tickets submitted directly via the Help Portal were not being handled at all. At the same time no alert was posted

    • Tip of the Week #72– Assign thread ownership to avoid confusion.

      When teams handle a large volume of emails, managing threads becomes important to stay organized. Without a clear system, duplicate replies, missed follow-ups, or confusion over responsibilities can happen. Thread assignment solves this by designating

    • Unarchive tickets

      How can I manually unarchive tickets?

    • Optimize your Knowledge Base for enhanced accessibility by adding alt tags for images

      Let's learn why alt tags are crucial for your articles. You can add alternative tags (alt tags) and alternative text (alt text) to the images you share on your community forums or when embedding them in articles. Alt tags refer to the HTML attribute,

    • FSM trying again

      have not linked FSM yet to the rest of out Zoho suit. It certainly looks like the apointment and service part is more manageable for our staff. The question is that our engineers multi task examples 1. deliver products to customers not fitted 2. Service

    • Feature Request: Conditional Field Mandatoriness Based on Display Status

      Hello Zoho Creator Team, I would like to suggest an enhancement to improve the flexibility of form validations. Currently, when we need a field to be mandatory only if it's displayed on the form, the only option is to: Set the field as not mandatory in

    • Data Migration Strategies for Moving to a Cloud Solution

      Hi everyone, I’ve been working on moving some of our critical systems, including CRM and project data, to a Zoho cloud solution, and one of the biggest challenges I’ve encountered is data migration. Transferring large volumes of data while keeping it

    • Commerce Order as Invoice instead of Sales Order?

      I need a purchase made on my Commerce Site to result in an Invoice for services instead of a Sales Order that will be pushed to Books. My customers don't pay until I after I add some details to their transaction. Can I change the settings to make this

    • How to set different item selling prices for Zoho Commerce and Zoho Books

      Item selling prices for Zoho Commerce and Zoho Books are in sync. If we update the Item selling price in Books, the same will happen in commerce and vice versa. I need a separate commerce selling price for online users and a separate books selling price

    • Time Entry Notifications

      Hi All - I have support staff who place notes of their work in the time entry section of Zoho Desk. Is there a specific workflow or setting I need to enable to have the ticket holder updated via email when an entry is saved?

    • How to report 'Response violation' OR 'Resolution violation'

      Hi, I want to report on SLA Violation Type. I grouped my tickets on this column. It seems I only get 'Response and Resolution Violation' or 'Not Violated'. The former seems to be given to a ticket if only the Response Time was violated. I would expect

    • [Webinar] Automate sales and presales workflows with Writer

      Sales involves sharing a wide range of documents with customers across the presales, sales, and post-sales stages: NDAs, quotes, invoices, sales orders, and delivery paperwork. Generating and managing these documents manually slows down the overall sales

    • Power of Automation :: Quick way to associate your Projects with Zoho CRM

      A custom function is a software code that can be used to automate a process and this allows you to automate a notification, call a webhook, or perform logic immediately after a workflow rule is triggered. This feature helps to automate complex tasks and

    • Date triggering Workflow rule

      I have a function triggered by a workflow rule. The function takes a date and creates a task for that date and fills in a field with the name of the day for that date. It also updates the status field of the record. The workflow rule is set to run whenever

    • Restricting contact creation

      Hi all! I am looking to use Zoho Desk in a part of the business that takes end user enquiries. These are generally single interactions, and not linked to an account name. As Desk is Account centric, has anyone designed a way to manage these incoming emails

    • Import Holiday Calendars

      HI Zoho Is there anyway of importing an online calendar like https://www.calendarlabs.com into the business hours calendars, to speed up setup of holiday calendars. Also could we also request a feature where you can specify a Holiday as hours, i.e it could be that the company is on a 1/2 day due to a holiday or when it is Eid in the UAE and they are only allowed to work restricted hours so we need the calendar to be flexible to allow for this. Regards Jamie

    • Filtering Tickets based on Email headers

      We're starting to get a lot more junk coming into our Zoho Desk, which is then triggering unnecessary email alerts to agents. Once thing we could do to cut this junk in half, is to filter tickets based on email headers. Any email containing the `List-Unsubscribe`

    • Error 550 5.4.1

      I’ve tried sending an email to someone but keep receiving this back. Any help would be greatly appreciated 

    • Billing Management: #2 Fair way of Billing- Prorated Billing

      Hello, From speaking about the traditional ways of billing in the previous post, we are moving into the deep sea of billing. We are now in a zone to break out the most complex yet, I would call it the fairest way of billing, the Prorated Billing. Prorated

    • Has Anyone successfully integrated Zoho and Sage Intact?

      Hey all, We’re evaluating Zoho One + Sage Intacct and I’m trying to connect with anyone who has actually implemented the two together.Specifically, I’d love to know: -- Which functions you kept in Zoho vs. Intacct (e.g., Product Catalog, AR/AP, invoicing,

    • How can I filter a field integration?

      Hi,  I have a field integration from CRM "Products" in a form, and I have three product Categories in CRM. I only need to see Products of a category. Thanks for you answers.

    • Adding image in HTML report page

      Hi, I want to know two things: 1. Can anyone advise how to add an image in HTML report. The tagged used is <img> but what path do I mention for the image to be added in the HTML report. 2. Also, I want to know if I am creating an application for the market

    • How to change view of HTML report based on device but always print in A4

      Hello everyone, I am aware that HTML report view can be configured to adjust according to the screen size like Laptop, Tablet and mobile using media queries. But my concern is no matter on which device the reports is opened when printed should always

    • Age Calculation

      I've attempted to calculate the age of someone based on their birthday input by using the formula field. It works but I don't want all those decimals on there. I then tried to use "set variable" after birthday input but I get a field type mismatch, long vs. floating. Any ideas would be wonderful.

    • Search on Custom Field

      We're working on an integration with the Zoho FSM API and are trying to retrieve companies based on a custom field we added to the Companies module. However, we can't find a way to filter or query records using custom fields through the API. We have a

    • Sendmail function / custom action?

      I've setup a function hoping to email various business departments the details of a record once all work in that record is complete so gone about setting up a custom action in such way that each record line on the report has a button to click. Question is how do I actually include data from that record in the email that is sent when the button is clicked? I had thought that since this were being sent per record the email would include the data which had been entered

    • API to post drafts for social media

      I we want to post draft posts to our zoho social account and then approve and schedule them within Zoho social. is this possible with for example: https://apis.zoho.com/social/v2/post TIA Jon

    • Canvas View in Zoho Recruit

      Is it possible or would it be possible to have the new 'Canvas View' in Zoho Recruit?

    • What impactful sales coaching techniques have you used to boost your team's performance?

      I'm curious about the real-world impact of sales coaching on team performance. What specific techniques or strategies have you found most effective in driving consistent improvement and growth in your sales team? Any success stories or lessons learned

    • Adding Taxes to paid consultations in Zoho Bookings

      I created a 'paid' consultation under Zoho Booking and integrated it with payment gateways for online/instant payment before a booking is done. How can I add 'taxes' to the price of consultation? I can add taxes to other Zoho apps (liks Books, Checkout,

    • Zoho Finance Suite - Customer Custom Tabs - Dynamic Link

      Hi Finance Suite team, When creating a Custom Tab for a Client Portal, there is no option to add dynamic parameters. This would be very helpful for adding Zoho Analytics dashboards which can be dynamically filtered through the URL to only show information

    • Possible to bold or indent text in the description field?

      As part of one item, I often have a detailed description that would be much easier to read if there was the ability to have a bulleted list or bold text and the like. Is this possible? My last invoicing software allowed markup in the field so, for example, an asterisk meant a bullet. I haven't been able to find any documentation related to this.  Any information would be appreciated. Thank you.

    • Formatting of Balance Sheet and Profit & Loss Reports

      The default format of the Balance Sheet and P&L Reports are based on the Account Types and then the individual accounts within the Chart of Accounts. These are then ordered alphabetically under these sub-headings and one is unable to re-order these or

    • UK MTD reports concerning turnover and cerash accounting

      Hi I am a sole trader, and I have just started with Zoho Books in order to comply with the new HMRC requirements. I use 'cash basis' - which I understand to mean that income is when the cash comes in (not the invoice date) and expenses are when they are

    • Retainer Invoice.

      Why ZOHO not have facilities to deduct partially advance payment from an invoice.

    • Next Page