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

        • Migrating a Zoho Forms form into Zoho Creator

          Hi, How can I migrate my Zoho Forms form into Zoho Creator? Thanks. Truly, Emad

        • Is there any way to recall an email sent using Zoho CRM?

          If an email is sent using Zoho Mail, there is a recall option/functionality that is available to the sender. Is there any way to recall an email if it was sent using Zoho CRM? I can't seem to find that option. Any help would be appreciated.

        • How to refresh a ticket view ?

          I am doing a widget where I send a rest api call to make a new draft to the ticket I am viewing. The issue is sometimes it refresh a ticket view and I can see inserted draft right away, but sometimes I do not see it even if it is inserted correctly and

        • Quick Create needs Client Script support

          As per the title. We need client scripts to apply at a Quick Create level. We enforce logic on the form to ensure data quality, automate field values, etc. However, all this is lost when a user attempts a "Quick Create". It is disappointing because, from

        • is it possible to add more than one Whatsapp Phone Number to be integrated to Zoho CRM?

          so I have successfully added one Whatsapp number like this from this User Interface it seems I can't add a new Whatsapp Number. I need to add a new Whatsapp Number so I can control the lead assignment if a chat sent to Whatsapp Phone Number 1 then assign

        • Problem with reports due to "Connected" items change - Yes this IS a problem

          Now that the change has been made to use "connected" items I can no longer run the reporting I need in CRM. I should be able to start with Deals as the parent, connect down to the Account (Account_Name) on the deal as the child, then to any child items

        • Zoho sheet desktop version

          Hi Zoho team Where can I access desktop version of zoho sheets? It is important as web version is slow and requires one to be online all the time to do even basic work. If it is available, please guide me to the same.

        • Introducing notifications in the vendor portal

          Imagine this: You're a recruiter working with multiple vendors on a high-volume hiring project. You’ve just updated a job description after a last-minute change from the hiring manager. One of your vendors, however, is still working off the older version

        • CRM limit reached: only 2 subforms can be created

          we recently stumbled upon a limit of 2 subforms per module. while we found a workaround on this occasion, only 2 subforms can be quite limiting in an enterprise setting. @Ishwarya SG I've read about imminent increase of other components (e.

        • LESS_THAN_MIN_OCCURANCE - code 2945

          Hi I'm trying to post a customer record to creator API and getting this error message. So cryptic. Can someone please help? Thanks Varun

        • How to update "Lead Status" to more than 100 records

          Hello Zoho CRM, How do I update "Lead Status" to more than 100 records at once? To give you a background, these leads were uploaded or Imported at once but the lead status record was incorrectly chosen. So since there was a way to quickly add records in the system no matter how many they are, we are also wondering if there is a quicker way to update these records to the correct "Lead Status". I hope our concern makes sense and that there will be a fix for it. All the best, Jonathan

        • Analytics for notes created

          Is there a way I can see how many notes were created per day? Via reporting or analytics?

        • Add Custom Reports To Dashboard or Home Tab

          Hi there, I think it would be great to be able to add our custom reports to the Home Tab or Dashboards. Thanks! Chad

        • Cannot update Recurring_Activity on Tasks – RRULE not accepted

          Hello, I am trying to update Tasks in Zoho CRM to make them recurring yearly, but I cannot find the correct recurrence pattern or way to update the Recurring_Activity field via API or Deluge. I have tried: Sending a string like "RRULE:FREQ=YEARLY;INTERVAL=1"

        • Add image to report...

          Greetings, I send a weekly color coded report via Creator email. I would like to add the legend somewhere in the report. Header, footer where ever. I have the legend saved on Google Drive and can access it via shared link. Sure someone has wanted to add

        • More controls for User Fields in CRM

          Dear All, We are here with a minor but crucial enhancement to the user fields—now set accessibility permissions to the records for user field. User field allows you to extend co-ownership of records to your peers. You can collaborate with them for certain

        • Calls to accounts rather than leads or contacts?

          So..... We have a dilemma and I'm hoping someone has encountered this before and figured out a fix. We have just migrated to Zoho. It's great.....expect for how "Calls" are handled.... We are B2B. We do not use the leads module. A "Lead/Prospect" for

        • Image Upload Field | Zoho Canvas

          I'm working on making a custom view for one of our team's modules. It's an image upload field (Placement Photo) that would allow our sales reps to upload a picture of the house their working on. However, I don't see that field as a opinion when building

        • Power of Automation :: Automated 'Delayed & Closed' Status Update Based on Due Date

          Hello Everyone, 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

        • Lead Blueprint transition in custom list view

          Hi, Is It possible to insert the Blueprint transition label in a custom Canvas list view? I am using Lead module. I see the status, but it would be great if our users could execute the Blueprint right from the list view without having to enter the detailed

        • Range names in Zoho Sheet are BROKEN!

          Hi - you've pushed an update that has broken range names. A previously working spreadsheet now returns errors because the range names are not updating the values correctly. I've shared a video with the support desk to illustrate the problem. This spreadsheet

        • Desk Email reply - set default font / use custom font

          Hello, in our e-mails, which we send to our customers, a certain font must be used (Corporate Design): Segoe UI https://en.wikipedia.org/wiki/Segoe#Segoe_UI How can this be included? How can this be set as the default font to ensure that this font is

        • Can Zoho Flows repeat Actions more than once?

          I'm attempting to make an intentional Zoho Flow loop using the below layout. However, when "WithinLimit" condition is met, the program fails to execute the action "Get & Add Request Co..." again. Is this by design? Is Zoho Flows unable to repeat actions

        • Has anyone integrated SMS well for Zoho Desk?

          Our company does property management and needs to be able to handle inbound sms messages which create a ticket for Zoho Desk. We then need to be able to reply back from Zoho desk which sends the user an sms message. This seems like a fairly common thing

        • populate email address and name in zoho desk?

          Is it possible to populate the email address and name in the zoho desk widget? We only use it in the context of an authenticated user, so we already know the user's name and email. Thanks,

        • Are there default/pre-built dashboards in Zoho Desk?

          Hi, I am looking for some pre-built dashboard templates in Zoho Desk, similar to what we can find in CRM/Projects, etc Thank you

        • Enable Locations for Expense

          Hi, please enable Locations (ex Branches) for Zoho Expense so that there is consistency between this app and Zoho Books. Thanks in advance.

        • Adding branded signature to tickets reply

          Hi, i am unable to figure out how to add signatures with logo to tickets reply. please advice .

        • Zoho Calendar not working since a few days

          Hey there, first off a minor thing, since I just tried to enable the Calendar after reading this in another topic (there was no setting for this though) : For some reason my current session is showing me based in New York - I'm in Germany, not using a

        • Zoho Marketing Automation 2.0 - Landing Page function not working

          Dear Zoho Team, I am working on implementing Zoho Marketing Automation 2.0, and am now looking into the section "Lead Generation". If I open the "Landing Pages" section, I immediately get an Error code: Error: internal error occurred. Can you help me

        • WebDAV / FTP / SFTP protocols for syncing

          I believe the Zoho for Desktop app is built using a proprietary protocol. For the growing number of people using services such as odrive to sync multiple accounts from various providers (Google, Dropbox, Box, OneDrive, etc.) it would be really helpful if you implemented standard protocols such as WebDAV / FTP / SFTP so that alternative inc clients can be used.

        • Zoho Mail Android app update: Manage folders

          Hello everyone! In the latest version(v2.9) of the Zoho Mail Android app update, we have brought in support for an option to manage folders. You can now create, edit, and delete folders from within the mobile app. You can also manage folders for the POP

        • How to share ticket numbers across different ticket types

          I'm running an event and have three different ticket types. Add on Event + Main Event - Early bird Main Event only - Early bird Add on Event only - Early bird And Standard class - shown but not available until early bird finishes Add on Event + Main Event

        • Adding Social Media Buttons to Basic Campaigns

          Hi, I'm quote new to using Zoho Campaigns and I can't work out how to add Social Media Buttons into my basic campaign? In MailChimp there's a button that brings the icons into your campaign for you. I've tried adding the social media icons as 'buttons' in Zoho but it's not looking great. Can anyone help? Thanks!

        • Hide Inactive Social Sign-In Providers from Login Screen

          Hello Zoho Team, We hope you are doing well. Currently, Zoho One allows admins to configure security policies and enable or disable Social Sign-In options for third-party providers such as Apple, Google, Microsoft, LinkedIn, Yahoo, Twitter, Facebook,

        • Zoho Cliq not working on airplanes

          Hi, My team and I have been having this constant issue of cliq not working when connected to an airplane's wifi. Is there a reason for this? We have tried on different Airlines and it doesn't work on any of them. We need assistance here since we are constantly

        • [Free Webinar] AI Agents in Zoho Creator - Creator Tech Connect

          Hello Everyone! We welcome you all to the upcoming free webinar on the Creator Tech Connect Series. The Creator Tech Connect series is a free monthly webinar that runs for around 45 minutes. It comprises technical sessions in which we delve deep into

        • Ship via Carrier Not Working Since Commerce Update

          Since the recent update to the Commerce platform, I can no longer use the ship via carrier function. It will take me to the address screen and let me verify them but when I go to save and move tot he next screen it will not do anything. This is happening

        • automations: Can I execute a step on a specific date?

          I have created a form in Zoho forms, and created a contacts list. I have also begun setting up an automation with the intention of sending the form to the contact list on a specific date every month (via email) for the entire year (essentially sending

        • Zoho Expense - The ability to add detail to a Trip during booking

          As an admin, I would like the ability to add more detail to the approved Trips. At present a requestor can add flights, accommodation details and suggest their preferences. It would be great if the exact details of the trip could be added either by the

        • Next Page