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Having tickets URL referenced by ticket number instead of title

Hello Team,

I wanted to highlight a practice that could enhance our customer experience. Instead of referencing tickets by title, utilizing ticket numbers in URLs can significantly ease ticket management for our customers, especially when dealing with numerous tickets. This approach provides a streamlined and efficient way for customers to navigate through their concerns.

For example:

https://servicedesk.edaratgroup.com/incidents/15606899-deattach-disk-2-from-vm-to-another-vm

Becomes:

https://servicedesk.edaratgroup.com/incidents/1727

Also can we include the link above inside each email sent by the ticketing system for easier reference.

Please let me know if we can explore this further or if you have any thoughts on the matter.

Best regards,

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SolarWinds Service Desk

Status: None

Comments

havens1515

This seems like a no-brainer, considering the title of a ticket can change but the number cannot.

swreed

If the URL cannot be changed due to internal design, perhap a box similar to the Search box, but that directly opens the Ticket/Change by number rather than doing a search, which as your database grows gets comments and other areas that may contain the number you are looking for.