Ticket Numbering ID

[pmlanning]

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Hi there, completely new to HESK as of today, and finding it great. A question: Can you change the way your ticket numbers are assigned?? I wanted something a little less confusing then what it is giving me now.

Thoughts? Thanks much!!!

[dr_patso]

There is a ticket number and a tracking id.. Are you talking about the tracking ID? If it's less confusing you can share ticket numbers instead of tracking IDs and search tickets using the ticket number too.

[pmlanning]

Thanks! Can you point me in the right direction on how to share these numbers? Coding skills are minimal, but a shove in the right place should get me started.

Thank you again!!

[Klemen]

The ticket ID is random and "confusing" because it actually serves as a password to view tickets. If it was easy to guess, anyone could view any ticket because HESK doesn't use customer accounts.

When you open a ticket in admin panel or customer side you will see this:

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Tracking ID: XXX-XXX-XXXX (Ticket number: [color=#FF0000]123[/color])

You can ask the customer to tell you the ticket number and you can then lookup the ticket on the main admin page in the "Find tickets" form, select "Search in: Ticket number"