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

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