How do I add the ticket ID to the subject line

A placeholder in your email template puts the number in the subject. Check how it affects threading before you switch it on.

A placeholder in your email template puts the number in the subject. Check how it affects threading before you switch it on.

How to do it

Edit the triggers that send notifications and put the ticket ID placeholder into the subject line, usually in brackets at the front or the back. Every notification from then on carries it.

Why teams want it

Customers quoting a number when they phone, and their own colleagues being able to search for it. For business customers who deal with several suppliers, it is genuinely useful.

Two things to check

• Threading. Mail clients group messages partly by subject. A consistent format keeps a conversation together; changing the format later splits existing threads in customers' inboxes.
• Length. The subject is what people see in a list. A number plus a long original subject gets cut off, and the informative half is the one that disappears.

Decide once

Whatever format you choose, keep it. Changing it later means customers have two shapes of subject line for the same account, and their filters, which they built quietly, stop working.

See also

• Ticket IDs: where they come from and how to change the starting number
• Customising email templates
• What placeholders are