How to Configure Custom Ticket Numbering (Track IDs)

Customize how ticket IDs appear to your team and customers. Choose between random codes or sequential numbers with a custom prefix and padding.

Overview

Every ticket in Support Genix gets a Track ID — a unique identifier used to reference tickets in conversations, emails, and the portal. You can configure how these IDs are generated.

Two Numbering Systems

1. Random Track IDs (Default)

Random 8-character alphanumeric codes generated using a secure hash.

Example IDs:

• a3f8c2d1
• 7b4e9f02
• d1c5a8e3

Pros:

• More secure — IDs can’t be guessed sequentially.
• No information leakage about total ticket count.

Cons:

• Not human-friendly — harder to read aloud or remember.
• No logical order.

2. Sequential Track IDs

Incrementing numbers with an optional prefix and zero-padding.

Example IDs (with prefix “TKT-” and min length 5):

• TKT-00001
• TKT-00002
• TKT-00003

Example IDs (with prefix “S-” and min length 1):

• S-1
• S-2
• S-100

Pros:

• Human-friendly — easy to read, dictate, and reference.
• Logical order — you can tell which ticket came first.
• Professional appearance in communications.

Cons:

• Reveals total ticket count (a customer receiving TKT-00005 knows you’ve had 5 tickets).

Configuration

Go to Support Genix > Settings > General (Main settings).

Settings

Enable Sequential Numbering

1. Toggle Use Sequential Track ID to Yes.
2. Set the Track ID Prefix (e.g., TKT-, TICKET-, #, SUPPORT-).
3. Set the Minimum Length (1–10 digits).
4. Click Save.

Minimum Length (Zero Padding)

The minimum length controls how many digits appear, padding with leading zeros when necessary:

When the actual number exceeds the minimum length, the full number is displayed without truncation.

Where Track IDs Appear

Track IDs are shown in:

• Ticket list — As the primary identifier in the ID column.
• Ticket details — At the top of the ticket view.
• Customer portal — Customers see their ticket Track IDs.
• Email notifications — Referenced in subject lines and bodies.
• Search — You can search tickets by Track ID.
• URLs — Used in ticket direct links.

Important Notes

• Changing modes doesn’t affect existing tickets. Existing tickets keep their current Track IDs. Only new tickets use the new format.
• Uniqueness guaranteed. The system ensures no two tickets share the same Track ID.
• Prefix can be anything. Use letters, numbers, hyphens, or special characters. Common choices: TKT-, #, CASE-, REQ-.
• Sequential IDs start from 1. The counter starts at 1 and increments with each new ticket.

Examples by Industry

E-Commerce Support

• Prefix: ORD- | Min Length: 6
• Result: ORD-000001, ORD-000002

IT Helpdesk

• Prefix: INC- | Min Length: 5
• Result: INC-00001, INC-00002

SaaS Product

• Prefix: CASE- | Min Length: 4
• Result: CASE-0001, CASE-0002

Simple

• Prefix: # | Min Length: 1
• Result: #1, #2, #100

Related Docs

• Quick Start Guide
• Admin Dashboard Overview