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

Zoho Desk Resources

Desk Community Learning Series
Digest
Functions
Meetups
Kbase
Resources
Glossary
Desk Marketplace
MVP Corner
Word of the Day

Topic Participants
Varsha P

Sticky Posts
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
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
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
Announcing the New and Improved Article Editor
KBase articles are known to help customers, find solutions to problems on their own and set the stage for ticket deflection. That said, the way you present your KBase content is the clinching factor that ensures your customers stick around to consume it. We took it upon ourselves to build an editor that allows you to publish articles without delving into the code. Well, at least for the most part. With more options and a redefined interface, the article editor in Zoho Desk is now better than ever!