When you open an individual Ticket, in the Ticket Propeties Pane on the left, you can see the information Deskpro stores about it.

On the Ticket, you will see the information below:

The Ticket fields you see will vary:

• Your Admins can add  Fields.

• The required fields can be different for Tickets in different  Departments

Clicking on any Ticket property will allow you to edit the entry, including custom Ticket fields.

IDs and Ref Codes

Every Ticket has a unique ID number. These are assigned in the order Tickets are created.

Other items in Deskpro have ID numbers too.

ID numbers for different items are separate - i.e. you can have a Ticket with ID 17 and a User with ID 17.

Your Admins may have set your helpdesk so that Users see a unique Ref Code instead of the ID. The Ref code is usually a string of numbers and letters (e.g. WHPL-4979-OBBV).

Your Admins may have customized the format. The Ref code format can be customized to include information about the date and time that the Ticket was created, e.g. 2014-07-WHPL-4979.

You can access the Ref code of a Ticket in the Ticket Properties.

Another advantage of Ref codes is that they make it harder for your Users and Competitors to work out how many (or how few) Tickets you have.

You can find a particular Ticket quickly by putting its ID or Ref code into the search bar. Emails Deskpro sends regarding Tickets will include either an ID or Ref code for the relevant ticket.