Ticket IDs: where they come from and how to change the starting number

Ticket numbers count up from one and are never reused. You can set the starting number, once, and only before you go live.

Ticket numbers count up from one and are never reused. You can set the starting number, once, and only before you go live.

How numbering works

Every ticket gets the next number in sequence, for the whole account. There is no per-brand or per-group numbering, and gaps appear where tickets were deleted. Numbers are never reissued.

Change the starting number

1. Open Admin Center, then the ticket settings.
2. Set the starting ticket number.
3. Save.

You can only move the number upwards, and only before tickets exist at that range. Teams migrating from another system use this so their numbering carries on rather than restarting at one.

Putting the number in the subject line

Customers often want the ticket number visible in the email subject. That is done with a trigger and a placeholder rather than a setting, and it changes how replies thread, so it is worth reading up before switching it on.

See also

• How do I add the ticket ID to the subject line
• What placeholders are