How to Reset or Change the Ticket Number Sequence in BoldDesk
BoldDesk assigns each new ticket a sequential numeric Ticket ID (for example: 198, 199, 200). In some cases, you may need to change the next ticket number—either to start new tickets from a higher number (for example, 198 → 1198) or to restart numbering from 1 after removing historical tickets.
This article explains:
- The two sequence-change scenarios (increase vs. reset) and what each one requires.
- When you can change the next ticket number without deleting tickets.
- When you must permanently delete all existing tickets before resetting to a lower number.
- How to send a one-time ticket number sequence change request to BoldDesk Support.
When you need to change the ticket number sequence
Before requesting a sequence change, identify whether you are increasing the next ticket number or resetting it to a lower value.
Scenario A — Start new tickets from a higher number (no ticket deletion required)
If you want future tickets to start from a higher number than your current sequence (for example, 198 → 1198), BoldDesk can update the sequence so only newly created tickets use the new starting number.
Scenario B — Restart ticket numbering from 1 (ticket deletion required)
If you want to reset the sequence to a lower value than a ticket number that already exists in your portal (for example, moving from 1001 back to 500, or restarting at 1), you must permanently delete all existing tickets first.
If tickets already exist with higher IDs, reverting to a lower sequence requires deleting all tickets first. Explore How to Delete a Ticket.
Before you submit a sequence change request (important)
Permanently delete tickets only when you are resetting to a lower number
If your requested sequence is lower than an already-issued ticket number, you must permanently delete tickets before contacting support. [
BoldDesk ticket deletion happens in two stages:
- Soft delete (moves tickets to Deleted Tickets)
- Delete forever (permanent deletion; cannot be recovered). To permanently delete tickets, learn more on How to Delete a Ticket.
Deleting tickets does not automatically reset the ticket sequence; ticket IDs normally continue from the last used number unless support updates the sequence for you.
How to request a one-time ticket number sequence change
To request a ticket number sequence update, email [email protected] from your Account Owner email address and include:
- Your Tenant URL
- The new numeric ticket sequence number you want BoldDesk to start from
- You can increase the ticket number sequence to a higher value.
- If you need to switch to a lower sequence number than an already-issued ticket number, you must delete all tickets first. Learn more on How to Delete a Ticket.
- The sequence change request is based on a numeric sequence number (you provide the number you want to start from).
Frequently Asked Questions (FAQs)
1) Can I set a fully custom Ticket ID format (letters, prefixes, or suffixes)?
The ticket numbering change described in this article supports changing the numeric ticket sequence number (the number the next ticket will start from).
2) Can BoldDesk increase my ticket number sequence (example: 198 → 1198)? Do I have to delete tickets?
If you are moving to a higher ticket number sequence, BoldDesk can update the sequence so that new tickets start from the higher number.
3) When is deleting tickets required to change the ticket number sequence?
If you want to set the ticket number sequence to a lower number than an already-issued ticket number, you must permanently delete all existing tickets before requesting the change.
4) How do I request a one-time ticket sequence change?
Email [email protected] from your Account Owner email address with your Tenant URL and the new sequence number you want to start from.
