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How to create a column with only ticket number

EricRoeland
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I get a request from our agent to have a column with only the #INC number.
Is this possiblke in any way?
 

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Best answer by Chmiel 27 June 2024, 10:52

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7 replies

eeha0120
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Hi.

I understand this is in the Ticket List view.

You could create a custom field where you could create a custom field in order to store it via an automation, and then that custom field will be available in the columns in the Ticket List view.

 

Regards,

Elvis Henriquez
EricRoeland
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Yes, sorry I forgot to mention. It is in the Ticket view.
It is so frustrating that it is impossible to see the ticket numbers in one view.
And I can not answer their question about the STATE argument. When is what state applicable>

I will try to make that automation for a custom field. Hope it will work.
If there is a better idea I am open to all. 😁

 

eeha0120
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Userlevel 7
Badge +12

Yes, sorry I forgot to mention. It is in the Ticket view.
It is so frustrating that it is impossible to see the ticket numbers in one view.
And I can not answer their question about the STATE argument. When is what state applicable>

I will try to make that automation for a custom field. Hope it will work.
If there is a better idea I am open to all. 😁

 

Hi.

If I recall correctly, there is already a Feature Request about having the State field available for automations and Analytics. I think they also mentioned it in one of recent webinars.

Regarding the Ticket number, I think there is already a Feature Request for that.

 

You might also check it here:

Freshworks Ideas | Freshworks Community

In case you find one or submit new ideas, please ensure to share the link to it in order we could vote.

 

Regards,

Elvis Henriquez
Yusuf Ahmed
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Userlevel 3
Badge +5

Hi @EricRoeland,

 

Greetings from Freshworks Community. If INC number is a dropdown field you can use that to filter and create a new Ticket List view. I hope this clarifies! Please revert back if you require any further assistance, 

 

Regards,

Yusuf Ahmed

Yusuf Ahmed, Freshworks Community ||Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
EricRoeland
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Userlevel 2
Badge +7

Hi @EricRoeland,

 

Greetings from Freshworks Community. If INC number is a dropdown field you can use that to filter and create a new Ticket List view. I hope this clarifies! Please revert back if you require any further assistance, 

 

Regards,

Yusuf Ahmed

Hello Yusuf,
I do not understand what you mean. #INC is not a drop down field. It is part of the subject line.
It would be helpful when the #INC nimber is made available seperate and visible in a column
Regards,
Eric

C
Rank
Badge +3

I am not an expert with Freshdesk, but in Freshservice (maybe the process is similar), In a roundabout way you can:

  • Create a custom ticket field “Ticket Number”, hide it from Requesters (option in field manager) and agents (option in business rules for forms).
  • Create an automation which fills in the field when the ticket is created or ticket type is changed. You can fill it with Ticket Numbr (SR-1234) or ticket numeric ID (1234)
  • show this new field in the queue view
EricRoeland
Rank
Userlevel 2
Badge +7

I am not an expert with Freshdesk, but in Freshservice (maybe the process is similar), In a roundabout way you can:

  • Create a custom ticket field “Ticket Number”, hide it from Requesters (option in field manager) and agents (option in business rules for forms).
  • Create an automation which fills in the field when the ticket is created or ticket type is changed. You can fill it with Ticket Numbr (SR-1234) or ticket numeric ID (1234)
  • show this new field in the queue view

Thank you very much.
Worked as a charm. 😀

 

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