Ability to add custom characters to ticket numbers

Hello everyone,

We have now implemented ticket threading between two Freshdesk portals so emails sent back and forth between 2 business will be threaded appropriately.

More details in this release note -https://support.freshdesk.com/support/discussions/topics/315711

Thanks,

Sudha

The current ticket threading only works between two Freshdesk portals -- the ability to customise the ticket number (to have extra characters -- or even a standard prefix) would make it work with _all_ helpdesks.

Are there any plans to allow customisation of the ticket number field ?  a configurable prefix/suffix would work.

Thanks,

David.

David,

Can you explain your use case a bit more? I mean which group solves the ticket is not relevant to your customer anyway. As far as they are concerned, they are talking to your company's support / finance team depending on which email address they wrote into.

Are you filing tickets internally between departments? If so, have you looked at our Advanced ticketing features - specifically Parent-child ticketing? https://apps.freshdesk.com/parent_child_tickets/

Thanks,

Sudha

The majority of our customers have their own helpdesks -- all using differing ticketing software (and have been for some time)

So, when we automatically (or manually) email them with our freshdesk ticket number #num - our customers helpdesk software takes that email & automatically adds it into an existing call ticket at their end.  so, for example our call #1055 gets sent to our customer, they receive it... and it gets added to their call 1055 -- which could be years old.

Having the ability to even put ABC- (or whatever custom characters we choose) in front of the freshdesk ticket number would avoid that from happening.

Thanks,

David.

David,

First, Freshdesk email notifications don't include the ticket number in their subject line - they are an optional placeholder available, but not necessary for conversation threading to work.

Second, the email notifications have templates where you can add any custom characters in front of the {{ticket.id}} placeholder and that should work for your scenario, correct?

Do feel free to reach out to support@freshdesk.com and an agent can help you set this up.

Thanks,
Sudha

You are correct, subject line ticket numbers are optional -- but we have found that, without it, we get hundreds of incorrectly raised tickets, when other automated systems reply to us. Automated systems, in the majority, do not include the email sent to them -- hence all tags are stripped out & new tickets are raised.

The only constant feature from an automated system, is the subject line - hence why we have the ticket number included in it.

Secondly (using ticket number 1005 as an example) to make threading work, we have found that the following do NOT work within a ticket ;

#1005

1005

[1005]

[# 1005]

The only way to make threading work, is by using exactly [#1005]

so, how do you expect us to believe that putting custom characters around the ticket number is going to work ?  and it's not something I want to test on our live helpdesk system.

Can you point me in the direction of someone that has such a custom format in place -- that can assure me that it will work ?

Regards,

David.

David, lets take this discussion offline on a call to see how best we can make the current system work out to achieve the results you are looking for.

Thanks,

Sudha

Landed here looking for a solution for this.

Currently ticket numbers are seen as plain numbers. I would like to prefix it with a simple ##. I do not know where to apply this prefix which would continue for ALL subsequent tickets!

Thanks

I'm here as well hoping for a solution on a prefix for ticket numbers. Since we often use Order numbers in our email subject lines, a prefix on a ticket number would be most helpful and avoid agent and customer confusion.

Also wanting to do this so we can better identify tickets from different systems.

Hi, has this been ressolved?

Would like to know how we can add a prefix the ticket number as well.