Feature Request: Custom Ticket Number Variables with Alphanumeric Format

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