Hi team,

Would it be possible to introduce custom ticket number variables in Fluent Support that allow for non-sequential, alphanumeric ticket IDs?

Currently, ticket IDs follow a sequential pattern which may be predictable and not ideal in some scenarios. I’d love the option to configure ticket numbers using variables that can:

• Include random letters and numbers
• Avoid predictable sequencing
• Add optional prefixes/suffixes (e.g. by department or support channel etc..)

Example Variables:

Here are a few formats that would be really useful:

1. {TICKET_PREFIX}-{RAND6}

   → SUP-4F9D3A

2. {DATE:Ymd}-{ALPHA3}-{RAND4}

   → 20251101-ZKR-8271

3. {CHANNEL}-{USERID}-{RAND4}

   → EMAIL-234-8X92

4. {DEPT}-{RAND3}{RAND3}

   → TECH-A9F4B2

This would not only enhance privacy and tracking but also add flexibility for support workflows — especially when we want to refer to tickets in email or public documentation.

Also, it would be great if this ticket ID could be:

• Easily viewed and copied from the ticket detail screen.
• Included in emails sent to the customer.

Thanks for considering this — looking forward to hearing your thoughts

Cheers,

Manoj from ONEMCO

The problem:

Currently, when replying to a ticket via email, customers only receive the latest message without any conversation history. This means they have no context from previous exchanges within the same ticket unless they manually scroll through their inbox to find earlier emails.

This creates a fragmented experience and makes it difficult for customers to follow the conversation naturally.

What I expected:

When managing support entirely via email (using email piping), each reply should include the full ticket conversation history — similar to how regular email threads work, or how other helpdesk tools like Help Scout handle it.

This way, customers can see the complete context of the conversation in every email they receive, without needing to access a support portal or search through old messages.

Why this matters:

Many businesses (including mine) want to offer seamless email-based support without forcing customers to use a portal. The current behavior breaks this workflow and makes FluentSupport less viable for email-first support teams.

Current workaround:

I tried using dynamic codes to include ticket content, but it only shows the initial customer message — not the full back-and-forth conversation.

Request:

Please add an option (even as a toggle in settings) to include the full conversation history in outgoing email replies. This would make FluentSupport much more competitive with other helpdesk solutions that already offer this feature by default.

Has anyone else experienced this limitation? Would you find this feature valuable?

If a ticket has a CC either from the start or on a reply the CC should auto populate and stay throughout the ticket

Group attachments by customer, then by ticket
I think it is great that attachments are groups by ticket in uploads, but if I want to find all the attachments for a specific client it can be difficult to do that.

Purge attachment by client
Some clients may need to purge after a certain amount of time - others can keep them forever

Attachment Stats
The ability to see how much storage is being used by all attachments and by client

I'm noticing some of my clients have long signatures and every time they reply to a ticket via email it just makes the reply very long

Sometimes when replying to tickets I need to attached a screen shot - right now I either need to click and browse or I need to do add media and drag and select - a lot of extra steps

Currently, I'm using the workflows feature to auto-delete closed tickets. However, because I'm a tutor, sometimes students or their parents disclose information which is sensitive and has specific rules in safeguarding guidance. I have to keep data containing safeguarding information for a minimum of 7 years.

I was wondering if it would be possible to add something to the workflow feature that gives you the opportunity to wait for a certain length of time before the automation comes into effect?

It would really help a lot of UK and EU people with GDPR compliance in their ticketing systems and make us able to provide more robust privacy and/or GDPR policies.

Shahjahan Jewel what are your thoughts on the possibility of this?

I'm on a mac and I did find the cmd+opt+____ shortcuts in the help docs
1) It would be helpful if there could be a tool tip / popup to be able to see these via the admin

2) I would like to request cmd + enter = send reply
I did figure out cmd+opt+r will open the reply

I would love the ability to get a report (daily, weekly or monthly option)
It would include total number of tickets opened, closed, pending. Compared to previous period with increase / decrease

I would also think to include highest number closed / opened per hour/day (depending on type of report)

I would think by default it should be across all inboxes / reps, with the option to include breakdown by mailbox and by rep

I'm a single person, single mailbox setup so I can see some of this - but it would be nice even for myself to see how I'm doing with tickets. If someone is using this with a full support department having these additional reports can be useful

Our team just released an update of FluentSupport. Version 1.10.0 focuses on performance and FluentCart Integration.

Changelog:

• Added: Fluent Cart product purchase widget in the ticket sidebar.,
• Added: Fluent Cart product and order options in custom fields.,
• Added: Workflow trigger based on Fluent Cart product and order from custom fields.,
• Added: Option to integrate the customer portal into the Fluent Cart customer dashboard.,
• Added: Multi-select option for product filtering in tickets.,
• Improved: Refined plugin performance for increased speed and efficiency.

Our team is also working on FluentSupport version 2.0. In version 2, we are going to redesign the whole Support ticketing interface with better UX in mind. It's a lot of work, and our team has been building the new UI for the last couple of months. It will speed up your workflow, better data visualization, and speed up responses to your tickets. Version 2 will be the biggest update ever. I am so excited ahout this upcoming mega release.

Full changelog: https://fluentsupport.com/fluent-support-1-10-0/

Check out FluentCart: https://fluentcart.com/discount-deal/