Ticket ID field in Zoho Desk serves as one of the key elements of the system. Our current implementation only supports numerical values for Ticket ID. This certainly limits our customers from customizing the Ticket ID.

With the above challenge in mind, our team worked on providing more leverage to our customers in a way they want to use the Ticket ID in Zoho Desk. We have this upcoming update coming your way in the form of Alphanumerical values support to the Ticket ID field. By introducing alphanumerical values, you can configure a Prefix / Suffix to your Ticket ID (more details about the feature will be shared in subsequent posts)

Some new enhancements will require a few base changes which will help the update open a wide range of abilities to the application. The base change for the enhancement described above is a major one. In fact, we are changing the Ticket ID field type from Integer to String in the backend.

If you have used Ticket ID as a criteria in the past in any of your workflows, custom views, or Reports, then the condition of those criteria will be modified because of the change in the field type. For example, conditions like " <, <=, >, >=, " will no longer work and be removed from the criteria list. Instead, conditions applicable for a string field (is, isn't, starts with, ends with, contains, doesn't contains, is empty, isn't empty) would work. It is also worth mentioning that == and <> , will be automatically considered as Is and Isn't. As for the Zoho Analytics integration goes, you need to edit the Ticket ID field criteria manually and change it to its appropriate string field alternatives.

Additionally, in the list view, you can no longer sort the tickets based on 'Ticket ID'. However, the 'Created Time' option will be retained and you can achieve similar results using it.

Our engineering team made a thorough assessment in terms of the usage of the Ticket ID field against the above impact areas. We noted that only a smaller group of Zoho Desk users have set up their configuration that includes Ticket ID within. If you have one such case that you fear the change might impact your workflow, we are here to listen and assist with solutions. Feel free to reply to this post.

The feature is expected to be released towards the end of June 2021.

Cheers,

Zoho Desk