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

    • 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

    • 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

    • Recent Topics

    • Auto-publish job openings on my Zoho Recruit Careers Website

      I have developed a script using the Zoho Recruit API that successfully inserts new jobOpening records to my Zoho Recruit website, but my goal is to auto-publish to the Careers Website. The jobOpening field data shows two possible candidates to make this

    • Credit Card Terminal for Zoho Books

      Hello, Instead of punching the credit card number manually for customer payment, do you have a third-party hardware credit card reader that works with Braintree? Thank You

    • How do you print out the invoices comments

      I have some invoices where i need to print out the comments that show when reminders and etc were sent how do we print those out in Zoho Books.

    • Feature Request: Enable Custom PDF Layout Editor for All Modules (Including Package Slips)

      Hello Zoho Community and Product Team, I am writing to share a suggestion that would significantly enhance the customization capabilities within Zoho Books. We all appreciate the power of the Custom PDF Layouts (the "New" template engine) that allows

    • Need advice for product/item search functionality when adding invoices.

      My client uses "Catalog or Vendor" name and Product code to search for his items. But Zoho only allow to search by product name and SKU when adding items to Invoices/Estimates. Clients product codes are not unique as they may overlap from different catalogs/vendors.

    • How to dynamically pass IDs from one API response to a second API call in Zoho DataPrep?

      Hi Team, I am setting up a global consolidated reporting pipeline in Zoho Analytics (India) using Zoho DataPrep as the ETL engine. I am pulling data from multiple Zoho Books Data Centers (US, Singapore, India) thats why i used the URL Source (OAuth 2.0)

    • Feature Request: "Send Invitation" Toggle for Events

      I am writing to request a critical "Quality of Life" update for the Activities module. Currently, adding people to the Participants field in an Event triggers an automatic email invitation/acceptance tracking with no way to opt-out. For general events

    • Account Review Pending - Daily Limit 100

      Hi ZeptoMail Team, I'm writing to request a manual review of my account. I am currently stuck on the 100-email daily limit and cannot purchase credits. Status: My domain is already verified (DKIM/CNAME). Issue: The "Customer Validation" option is no longer

    • Automation Series: Move Tasks to a different Task List on Status Change

      In Zoho Projects, you can automatically move a task from one task list to another when its status is updated. This keeps your tasks organised and ensures better visibility while reducing manual work. For instance, during a product launch, the marketing

    • Introducing Bigin's all new integration with Microsoft Teams

      Picture this: You are on call with your team to discuss some important deals that need to be closed soon. While discussing each deal, your team has to switch back and forth between your Teams account and Bigin account to refer to details about the deal.

    • Scaling the customer journey: What's new in CommandCenter

      Dear Customers, The last time we connected about CommandCenter, it was about the tool's new controls and revamped UI. Personally, the overhaul of the UI from the last update, still excites me. Today, we're here with news about its scalability and added

    • Adjusting Physical Inventory

      Not getting very far with support on this one, they say they are going to fix it but nothings happened since November. Please give this a thumbs up if you would like to see this feature or comment if you have some insight. Use Case: Inventory set to be

    • Dynamic Remaining Quantity in Lookup During Allocation

      Hi everyone, From what I understand in Zoho Creator, lookup fields only display the stored value from the source record and do not dynamically update while a form is being filled. Because of this, showing a real-time updated remaining quantity inside

    • Is it possible to use HTML formatting in SMS messages sent from Zoho?

      Hi everyone, I have a question regarding sending SMS from Zoho When we send emails from Zoho, we can include HTML code to format the message (like adding links, styling, etc.). Is it possible to do something similar when sending SMS messages through Zoho

    • Important update: Migrate to the new SalesIQ live chat widget before April 14, 2026

      The old SalesIQ live chat widget will be deprecated on April 14, 2026. This is a final reminder to migrate to the new SalesIQ live chat widget before this date. After April 14, 2026, the old widget will no longer be maintained, which can lead to slower

    • If your IM chats aren’t auto-assigning, here’s what to check

      Hey everyone! We’ve been seeing quite a few questions around Instant Messaging (IM) Chat Routing in Zoho Desk, especially around how it actually behaves in real time. So I thought I’d share a practical breakdown of what’s happening behind the scenes.

    • connect zoho creator with google drive

      Hello everyone, I need to connect to a folder drive. The idea, is that google drive loads a text document with some data, I must read that text document to be able to autofill a form that I have in zoho creator with that data. I also attach PDFs and place

    • Uploaded files are not included when using "Include user submitted data" in Email Notification

      In Send Email notification workflow in Zoho Creator, there is an option called "Include user submitted data" which allows the email to contain all the form submission details. However, when this option is enabled, files or images uploaded through File

    • Extend Zoho Canvas Customization to Zoho Creator Forms and Reports

      Currently, Zoho Canvas allows users to design and customize the UI of Zoho CRM modules with a much better visual experience. This helps organizations create cleaner layouts, improve usability, and design interfaces that match their workflows. However,

    • Kanban View for Projects.

      At our organization, we describe active projects with various statuses like "In Proofing" or "Printing" or "Mailing". In the Projects view, one can set these project statuses by selecting from the appropriate drop-down. While this works, it's difficult to view and comprehend the progress of all of your projects relative to each other in a table. Creating a Kanban view for projects where I can move them from one status to another allows me to see where each project is in the order of our workflow.

    • Button ''I'm Interested'' won't translate

      Since our main platform is in French, I would like to get this ''I'm Interested'' button translated to French ''Je suis intéressé''. We managed to translate the whole carreer site in French, except the button. How come ? We have a standard subscription,

    • Feature request - image resizing on sales orders

      I need to be able to show the items on the sales orders, currently the item image shows really small and no way to resize it, need the ability to make the image larger to showcase the product on the pdfs

    • ZOHO.CRM.UI.Record.open not working properly

      I have a Zoho CRM Widget and in it I have a block where it will open the blocks Meeting like below block.addEventListener("click", () => { ZOHO.CRM.UI.Record.open({ Entity: "Events", RecordID: meeting.id }).catch(err => { console.error("Open record failed:",

    • Email Parser Not Extracting Fields Correctly with Certain Label Formats

      I’ve been testing the Email Parser functionality in Zoho CRM to automatically extract data from incoming emails and map it to CRM fields. During testing, I noticed that parsing sometimes fails when the email contains field labels formatted like this:

    • Zoho CRM Community Digest - February 2026 | Part 1

      Hello Everyone! February has been off to a productive start in the Zoho CRM Community, with several thoughtful product enhancements and helpful technical discussions making their way into the forums. To help you stay up to speed, we’ve rounded up the

    • Nouvelle fonctionnalité : donnez du style à vos pages avec le Branding

      Que vous prépariez un webinaire important. Vous avez investi du temps dans votre contenu, invité des intervenants de qualité, et les inscriptions commencent à affluer. Mais votre page d’inscription ? Elle ressemble à toutes les autres : générique, sans

    • How to sync Zoho CRM Quotes with Zoho Books/Finance Estimates or Quotes

      Hi everyone, We’re building quotes in the Zoho CRM Quotes module because of its strong CPQ features and better communication options (multiple contacts, email customization, etc.). However, these don’t sync directly with Zoho Books/Finance for invoicing.

    • Marketing Tip #24: Encourage customers to leave reviews

      Reviews are one of the strongest trust signals in ecommerce. When shoppers see real feedback from other customers, they feel more confident about buying, especially when they’re choosing a brand for the first time. Not all reviews are equal. Detailed

    • Ability to Attach Record-Specific Files Automatically in Workflow Email Templates

      Currently in Zoho CRM, email templates allow attachments to be added, but these attachments are static and remain the same for every recipient. There is no straightforward option to automatically attach a file that is stored within the specific CRM record

    • This version of app doesn't support this notecard type Error

      So this problem is happening for any notes created within the last week, as well as any note recently edited on Android. I can open them on my phone fine, but they don't open on the website version. They DO work on the desktop app version. It's just web

    • Issue with Picklist Dropdown Not Opening on Mobile

      Hello I am experiencing an issue with picklist values on mobile. While the arrow is visible, the dropdown to scroll through the available values often does not open. This issue occurs sporadically, it has worked occasionally, but it is very rare and quite

    • {Action Required} Re-authenticate your Google Accounts to Continue Data Sync

      Hello Users! To align with Google’s latest updates on how apps access files in Google Drive, we’ve enhanced our integration to comply with the updated security and privacy standards, ensuring safer and more reliable access to your data. With this update,

    • Allocating inventory to specific SO's

      Is there a way that allocate inventory to a specific sales order? For example, let's say we have 90 items in stock. Customer 1 orders 100 items. This allocates all 90 items to their order, and they have a back order for the remaining 10 items which could

    • Is this a SCAM email or is it really Zoho?

      L.S. I received the following message. Is this from Zoho? I have had a Zoho One account for many years and my website has been online for years. If it is a scam, I think you should know about it.

    • How to close an estimate ?

      Hello, I have created estimates, and converted them to invoices to get 50% payment. Now I have 2 cases where the estimate stills shows status partially invoiced, however: 1. for one of them, project stopped half way, so the remaining part will never be

    • Updating Analytical Fields Data

      Dear Zoho team, I'm having an issue with the recently added fields in both Analytical Desk and Analytical. How can I generate the data in Analytical when new fields are added? https://analytics.zoho.com/workspace/2436819000000007005/edit/24368190000

    • Looking for Guidance on Building a Zoho Website

      I'm exploring the possibility of building a custom website with specific features using Zoho as an alternative platform. My goal is to create something similar to https://gtasandresapk.com , with the same kind of functionality and user experience. I'd

    • My Zoho mail stopped receiving or sending emails about 3 hours ago

      Its a pop 3 account. The emails get into the actual mailbox on the server and I can send emails directly from the server, but they are no longer in Zoho, in neither of my Zoho accounts. All green ticks under Mail Accounts under Settings

    • 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

    • Request to Recover Deleted Task List – Project ID: RIV-MOD-10722

      Hi Zoho Team, I hope this message finds you well. My Zoho task list associated with Project ID: RIV-MOD-10722 appears to have been deleted. When I clicked on the task link from the email notification, I received the following message: "Task has been deleted

    • Next Page