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freescout-helpdesk
Make Conversation Number = Conversation ID
Hi,
for 1 ticket I have different IDs which make confusion between clients and I.
As an example.
My Hastag ticket number is #2043, the url as admin is /conversation/2064 (2064) and user link to ticket is https://ticket.marasit.com/help/2936061329/ticket/2064 (2064)
Could the hastag ID match the url ID ?
This has caused a lot of confusion in my team as well. I never understood the reasoning behind it, maybe @freescout-helpdesk could elaborate? Usually he has good reasons for these kind of decisions.
When ID in the URL and conversation number is the some people consider it a potential security threat. And some want to be able to adjust conversation number:
So by default conversation number is different from conversation ID. But sometimes it indeed may be confusing. So in Manage > Settings > General can be added a checkbox making conversation number to be equal to conversation ID.
@freescout-helpdesk Using your great API - This is very confusing!! Either we have to be able to get the conversation by number or id or be able to set our own number when creating the conversations. Please help me understand this logic as its causing me and my team a lot of confusion. Thanks for a otherwise great product ;)
@davask Actually we found that using list and query on ticket number solved this for us. Then we dont have to care about the ID
Where can I change the conversation ID? I want to start numbering from 2500 in URL and in a ticket.
Sorry, but this was a shitty way of implementing it. It is a punch in the face for existing Freescout users!
The new option is activated by default. This means ALL ticket # number change (e.g. from #10234 to #9323)!! We used the ticket # number to cross reference tickets in other systems, and the number is mentioned in the subject line of each email.
The proper way would be to keep the old URLs and ticket # numbers identical, and have a separate URL scheme for accessing tickets by number.
Example:
Ticket Number: #11500
Ticket ID: 10631
Old Ticket URL: https://myfreescoutinstance.com/conversation/10631 (staying the same)
New Ticket URL: https://myfreescoutinstance.com/ticket/11500 (new URL using # number to access ticket)
See instructions here https://github.com/freescout-helpdesk/freescout/releases/tag/1.8.22 and https://freescout.net/news/freescout-release-1-8-22-notes/
See instructions here https://github.com/freescout-helpdesk/freescout/releases/tag/1.8.22 and https://freescout.net/news/freescout-release-1-8-22-notes/
It is very clear how it works, but it is a shitty implementation, sorry! Basically no existing Freescout user can use it because it would change ALL previous ticket # references.
Basically no existing Freescout user can use it because it would change ALL previous ticket # references.
As described in links above those who want to return to previous conversation numbers can do so in Manage > Settings.
This is what we have done immediately after updating to 1.8.22. At the same time, it would be very helpful to us having the possibility to view a ticket by the ticket # number.
Maybe you can implement it as a module instead, opened feature request: URL endpoint to open ticket by ticket number
Edited reply above to make it more clear. https://github.com/freescout-helpdesk/freescout/issues/2076#issuecomment-1244441401