Return
-
Title
How to Configure Service Desk Prefix -
Description
In version 11.1 it becomes possible to configure the Service Desk Prefix. Starting in this release, you can use a different prefix for each queue to organize your Service Desk workflow, and to associate them with applicable categories, such as HELP: for Helpdesk or REQS: for hardware and software requisitions. -
Resolution
To configure the Service Desk Prefix:
- Go to Service Desk | Configuration | Queues | Name of Desired Queue
- In the section Ticket Number Prefix, change the existing TICK: to the desired prefix
Note: Minimum number of characters for Ticket Number Prefix is 5
Note: Maximum number of characters for Ticket Number Prefix is 10
Note: Responding to emails using the old prefix should funtion as if they were responding to the new prefix, as historical changes are saved. If replying to any prefix causes a new ticket to be created instead of updating the existing ticket, please contact technical support.