As a product enhancement, please can we request the ticket ID is placed at the start of the subject line when a ticket is first created. This is best practice with most other service desk providers.
Answer
Ticket creation with ticket ID at the beginning of the subject line.
Best answer by mbutler
Hello Paul,
I ended up changing the way my ticket notifications look as well. Like you, we wanted the Ticket ID in the front of the subject line.
You can change this by going to Admin → Email Notifications
The notifications are all split out. Here’s what my “New ticket created” notification looks like:
Subject: [#{{ticket.id}}] - {{ticket.subject}} - Ticket Created
You’ll want to keep your ticket id inside of brackets, so when the requester responds, the ticket is matched up and the response goes to that ticket and not a new ticket.
I hope this info helps!
+10- Top Contributor ⭐
- Answer
Hello Paul,
I ended up changing the way my ticket notifications look as well. Like you, we wanted the Ticket ID in the front of the subject line.
You can change this by going to Admin → Email Notifications
The notifications are all split out. Here’s what my “New ticket created” notification looks like:
Subject: [#{{ticket.id}}] - {{ticket.subject}} - Ticket Created
You’ll want to keep your ticket id inside of brackets, so when the requester responds, the ticket is matched up and the response goes to that ticket and not a new ticket.
I hope this info helps!
Hi mbutler,
Thanks for the response, I don’t think this is what we are referring too, please correct me if I’m wrong. We want to see tickets when viewed in the queue with the ticket ID at the beginning of the subject line as this is currently at the end. We are not worried about the notifications side just how it looks in Freshdesk.
If I’m wrong, please do let me know.
+10- Top Contributor ⭐
Hi mbutler,
Thanks for the response, I don’t think this is what we are referring too, please correct me if I’m wrong. We want to see tickets when viewed in the queue with the ticket ID at the beginning of the subject line as this is currently at the end. We are not worried about the notifications side just how it looks in Freshdesk.
If I’m wrong, please do let me know.
Gotcha - I think what might be the most beneficial is to separate out the Ticket ID from the subject. In doing that, the user could decide where they want to put the Ticket ID. It could be any column they choose for placement.
We have that same issue in FreshService. Many of my users are not a fan that the Ticket ID is at the end of the subject. In my opinion, it should be a completely separate field so the user can decide where they want it.
+10- Top Contributor ⭐
You could create a feature request for this. I’m happy to help if you need it, but you would get my vote. Please post the link and I’ll be happy to up-vote it.
I want my ticket ID to look like FFA-## instead of just the numbers (##) on a free plan, is that possible?
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