Introduction
Every conversation in Rep Inbox carries its own ticket number — a short, countable number like #1042 that your team can read out on a call, drop into a Slack message, or paste into a spreadsheet. Type that number into the sidebar and you land straight on the conversation.
Ticket numbers are part of every Rep Inbox account on every plan. There is nothing to switch on.
Where you'll see the ticket number
- At the top of an open conversation, beside the subject line.
- In the conversation list, in the Ticket column — the first column, ahead of Conversation, which holds the subject.
Numbers count up per account, starting at #1, in the order conversations arrived. A lower number is always an older conversation. Your numbering is yours alone: another Rep AI merchant can have their own #1042, and the two never meet. If you run several brands on one account, they share a single sequence.
A conversation's number stays with it for life — closing, reopening, snoozing, or merging leaves it exactly as it is.
Jump to a conversation by number
- Find the Ticket number box near the bottom of the Rep Inbox sidebar, just above the notification bell.
- Type or paste the number.
- Press Enter.
The conversation opens in the view it belongs to — a closed conversation under Closed, a trashed one under Trash, a snoozed one under Snoozed, and so on — so the list beside it always makes sense.
The box is reachable from anywhere in Rep Inbox, whether you're scanning the list or reading an open conversation, and it works entirely from the keyboard. If your sidebar is collapsed, click the magnifying-glass icon: the sidebar expands with your cursor already in the box.
Using the lookup never discards a reply you're part-way through writing.
Paste it however you have it. The box accepts the number with or without the #, with stray spaces around it, and in any letter case. References in the TKT-3F9A2B1C format resolve to the same conversation too, so an older note or email still gets you there.
If nothing matches, you'll see one of two messages:
- No ticket with that number — that's a valid number, but no conversation in your account carries it.
- Not a valid ticket number — what you typed isn't a ticket number at all.
Sort your list by ticket number
Click the Ticket column header in the conversation list to sort by number. Because numbers follow arrival order, sorting by number is the same as sorting by when conversations came in — useful for working a backlog from the oldest end.
Conversations you brought from another helpdesk
Conversations imported from Gorgias, Zendesk, Freshdesk, or any other helpdesk get Rep Inbox numbers too, assigned in the order those conversations originally arrived.
They also keep the reference they carried in the system they came from. It sits in smaller text beside the Rep Inbox number, reading (was 264532589) — hover it to see the full value. So when a customer quotes the number they've always used, or you're checking a line in your own records, you can still find the conversation.
Copy a number to share it
Click the ticket number at the top of a conversation and it copies to your clipboard, with a confirmation to say it worked. What you get is just the number — no #, no extra spaces — ready to paste into an email, a Slack thread, or a spreadsheet cell.
Good to know
- Your existing history gets numbered automatically. The first time your team opens Rep Inbox, we number the conversations already in your account in the background, in arrival order. It's quick, and the list picks the numbers up on its own — a conversation showing no number yet will have one shortly.
- Numbers never cross accounts. A number belonging to another merchant simply comes back as "No ticket with that number."
- Screen readers announce the number as a ticket reference, and lookup messages are announced as well, not signalled by colour alone.
Troubleshooting
| What you're seeing | What to do |
|---|---|
| A conversation shows no ticket number | This happens only in the first moments after your history is numbered. Refresh the list and it will appear. |
| "No ticket with that number" for a number you're sure exists | Check you're signed into the right account. Numbers are unique within an account, so the same number in a different account is a different conversation. |
| "Not a valid ticket number" | The box takes digits (with or without #) or a TKT- reference. Anything else — an email address, an order number, a subject line — gives this message. |
| Clicking the number doesn't copy it | Your browser is blocking clipboard access for this page. You'll see "Could not copy the ticket number" when that happens — allow clipboard access in your browser's site settings, or select the number and copy it manually. |
Where to go next
- New to Rep Inbox? See Getting Started with Rep Inbox.
- Moving from another helpdesk? See Migrating to Rep Inbox: Transfer Your Helpdesk Data Seamlessly.