Question

I noticed that the ticket IDs aren't perfectly sequential, some of them are missing. How might this happen?

Answer

There are a number of ways that ticket IDs might not show as having a ticket associated with them. The most common causes are as follows:

  • The ticket was deleted.
  • The ticket creation in the agent interface or the request form failed. If a required field, such as subject or description, is missing when the ticket creation is attempted, the ID that would have been used is skipped to guarantee uniqueness in incrementation.
  • API ticket-creation failed. API-based ticket creation can fail for a variety of reasons. If it fails, the ID that would have been used is skipped.

To check if a ticket was ever created you can make use of the Incremental Ticket Events endpoint of the API with a start_time of a previous ticket's creation.

  • If no record exists within the incremental/ticket_events page, then that ID was skipped due to ticket creation failure.
  • If the ticket ID shows within the results of that incremental export, then the ticket was deleted.

Additionally, gaps in ticket IDs in Explore reports might be the result of AI agent tickets, which do not appear in reports.

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