Changing your ticket ID starting number

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9 Comments

  • Matthew Kentala

    Is there a way to configure the ticket ID to start with the date and then append the end with the counter?  For example, if a ticket were created today the ticket number would look something like this:

     220412-123456
    0
  • Dave Dyson
    Hi Matthew -
     
    Welcome to the community! Unfortunately, Zendesk ticket ID's are strictly numerical, so there's no way to include a date (and hyphen) in one like this. 
    -1
  • Jason Bradshaw

    Is there a way to have an automated field that is yyyymmdd-ticketid ? 

    0
  • Roxelle Garrovillo
    Zendesk Customer Care
    Hi Jason, 

    I believe that your concern is quite similar to Matthew's comment above. Unfortunately, this functionality is currently unavailable as Zendesk ticket IDs are strictly numerical

    I would suggest posting this in the General Product Feedback topic [https://support.zendesk.com/hc/en-us/community/topics/200132066-General-Product-Feedback-] to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

    Thank you!
    0
  • ShipGobal Support Admin

    Looks like there is no option under Tickets for changing ticket number?


    We have the support team plan.

    1
  • Jeff C
    Zendesk Customer Care

    Hello there,

    I will create a ticket on your behalf so we can look further why you are not seeing the said setting mentioned in this article.

    0
  • Kyle Davis

    We were updating the ticket number start count and I did a typo of putting in a wrong number and not the numbers are much higher. I meant to put in 48999, but put in 49999. So, now there is a 1000 gap on no cases. Can this be undone?

    0
  • Jason Schaeffer
    Zendesk Customer Care

    Request #10789897 "Conversation with Kyle Davis" was closed and merged into this request. Last comment in request #10789897:

    (1:04:53 PM) Z Bot: Hi there.
    (1:04:53 PM) Z Bot: I'm Z Bot.
    (1:04:53 PM) Z Bot: How can I help?
    (1:05:00 PM) Web User kdavis@atgusa.com__zendesk__9130481: change ticket number start
    (1:05:01 PM) Z Bot: It sounds like you need help with adding a phone number.
    (1:05:01 PM) Z Bot: Which of these best describes your issue?

    ADD A NUMBER IN TALK, ADD A NUMBER IN SELL, ADD AN EXTERNAL NUMBER, PORT A TALK NUMBER, SOMETHING ELSE
    (1:05:06 PM) Web User kdavis@atgusa.com__zendesk__9130481: Something else
    (1:05:07 PM) Z Bot: Are you looking for information on one of these other topics?

    TALK BILLING, CONTACT ZENDESK SUPPORT, NO, CONNECT TO AGENT
    (1:05:09 PM) Web User kdavis@atgusa.com__zendesk__9130481: Contact Zendesk support
    (1:05:10 PM) Z Bot: It sounds like you need help contacting Zendesk Customer Support.
    (1:05:10 PM) Z Bot: This resource shows you all the options to get in touch:

    Contacting Zendesk Customer Support https://support.zendesk.com/hc/en-us/articles/4408843597850
    (1:05:11 PM) Z Bot: Did you get the information you needed?

    YES, NO, I STILL NEED HELP
    (1:08:45 PM) Web User kdavis@atgusa.com__zendesk__9130481: No, I still need help
    (1:08:47 PM) Z Bot: Help me route you to the best agent by answering these questions:
    (1:08:47 PM) Z Bot:
    (1:15:22 PM) Web User kdavis@atgusa.com__zendesk__9130481: How is this impacting your business?: An issue is slowing me down
    Which product do you need help with?: Ticketing system (Support)
    Share additional details: The Ticket Start Number by mistake type wrong and now we have a 1000 case gap of no tickets
    (1:15:25 PM) Z Bot: OK. I've sent this conversation to our team.
    (1:15:25 PM) Z Bot: Most customers hear back in 1 to 2 business days. Feel free to check back later or watch for an update sent to kdavis@atgusa.com.
    (1:15:26 PM) Z Bot: Remember, the more details you provide now, the more helpful our team can be with their first reply. So before you go, make sure to send along any extra information that might help our team get to work.
    (1:15:26 PM) Z Bot: Enjoy the rest of your day.

    0
  • Dave Dyson
    Hi Kyle, 
     
    Unfortunately, this cannot be undone - the starting ticket number can be increased, but not decreased.
    0

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