This has changed considerably since it was first documented. Customising your ticket ID format is now a native, self-service feature in Zoho Desk, rather than something requiring Zoho support to change on the back end.
What You Can Customise
- Starting number. Change the ticket ID's starting number to any value greater than your current maximum ticket ID. For example, if your current highest ticket ID is 1064, your next ticket could start from 5001.
- Prefix and suffix. Add letters or symbols before or after the number, such as Reqno_5001, keeping the ID unique and recognisable.
- Dynamic values. Include a piece of information from the ticket itself, such as an email domain, directly in the prefix or suffix, for example email_5001.
Note: Zoho Desk doesn't support switching to a genuinely random or non-sequential numbering scheme; the underlying number still increments in sequence. What's customisable is the starting point, and the prefix, suffix, and dynamic values wrapped around that sequential number.
Setting It Up
- Go to Setup, then Customization, then Ticket Fields (or the Ticket ID customisation section, depending on your interface version).
- Configure your desired starting number, prefix, suffix, and any dynamic values.
- Save your changes.
Per-Department Ticket IDs
You can apply the same customised format across your whole organisation, or set up entirely separate formats per department, useful for keeping different ticket types visually distinct at a glance, for example sales_5001 for your Sales department versus tech_5001 for Technical Support.
Need help? 1 Cloud Consultants can help you design and configure a ticket ID format that reflects your departments and business processes in Zoho Desk.
Book a discovery call with 1 Cloud Consultants.