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Suggestion for Request ID Creation


#1

In the current help desk/ticket tracking system my company uses the request ID is generated and displayed on the “Create Request” page/form before the request is saved.

I like that behavior, and you may want to consider mimicking it.

It allows a phone agent to give the customer a request ID ASAP. I think it works great for our help desk because sometimes the phone agent has a few more fields they need to fill in and they don’t need the customer on the phone for them.


#2

This is probably a good idea. I suppose it uses random keys as opposed to ordered keys?

This would basically be very difficult to impossible to change now because it would remove an underlying assumption of the system.

I would have a little concern that if the request isn’t actually built at that time then the customer has an ID different from their actual, but I assume this rarely happens in practice.