Plan requirement
| Subscription | Any plan |
| Access | Admin |
Ticket numbers count up from one and are never reused. You can raise the starting number, at any time, and never lower it again.
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
- Open Admin Center, then Objects and rules, then Tickets, then Settings.
- Expand Assignments and notifications and enter a new number in the Ticket IDs field.
- Save.
You can only move the number upwards, and it applies to new tickets only: existing tickets keep the numbers they have. Teams migrating from another system use this so their numbering carries on rather than restarting at one.
Raising it cannot be undone. You can do it later, but never reverse it, so a number entered wrongly is the sequence you keep. Existing tickets are untouched either way, and customers who have quoted a number in an email keep the one they were given.
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.
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