Ticket numbering

Two toggles control the entire numbering scheme.

Every ticket gets a number, such as ticket-0042, or whatever your name format produces. The numbering scheme is controlled by two toggles on the Settings page.

The two switches

In Settings, Ticket Style and Claiming Settings:

Setting	Default
Continuous Ticket Numbering	on
Global Ticket Numbering	on (disabled unless Continuous Ticket Numbering is on)

The combination of these two produces three behaviors:

Continuous	Global	Behavior
off	(forced off)	The next ticket takes the highest number among your currently-open tickets, plus one. This is server-wide, not per format. As tickets close, freed numbers can be reused, so the next number can be lower than before.
on	off	Numbers count upward and never decrease as tickets close. Counted per ticket-name format, so each format keeps its own counter.
on (default)	on (default)	Numbers count upward and are shared across all ticket-name formats. One counter for the whole server.

What "per ticket-name format" means

Two panels that use the same Ticket Name Format share a counter. Two panels with different formats keep their counters separate.

So if Panel A uses ticket-{TICKET_NUMBER} and Panel B uses bug-{TICKET_NUMBER}:

• With Continuous on and Global on, the default, both share one counter, so you might see ticket-7 followed by bug-8.

• With Continuous on and Global off, each keeps its own counter that only counts upward, so both could be on number 7 at the same time (ticket-7 and bug-7).

• With Continuous off, the per-format split does not apply. The next ticket of either kind takes the highest number among all your open tickets, plus one.

By default, new servers use one shared counter that counts upward across every ticket type. This gives staff a single stable reference number. Turn Global Ticket Numbering off if you would rather each ticket-name format keep its own separate counter.

The Danger Zone

Settings page → Danger Zone:

Edit Ticket Counters

The Edit Counters button opens a pop-up that lets you adjust each ticket-name format's counter or remove counters you no longer use. You cannot add new counters here, since they are created automatically when tickets open.

If you have never had a ticket yet, the button is disabled and tells you that no counters exist yet.

Reset All Ticket Counters

The Reset All Counters button opens a confirmation pop-up:

Reset All Ticket Counters

Are you sure you want to reset all ticket counters to 0? This action cannot be undone and will affect all ticket numbering going forward.

After you confirm, the counters reset to 0, but existing channels keep their names. The reset only affects what number the next ticket gets. It does not affect any other settings.

Where the number appears

• The channel name, through your Ticket Name Format.

• The opening embed title.

• Every log embed that references the ticket.

• The transcript.

• The ticket list in the dashboard.

A consistent numbering scheme means staff can refer to "ticket 42" anywhere and know what is meant.

Related

Custom ticket name format