No, I don't perceive it as negative at all so don't worry about that. I think there is a slight misunderstanding. I do agree with you that displaying the ticket ID in the default installation with default options would be like creating functionality to let people hack others' support history.For that reason, when I implemented the code snippet above I also disabled the ability to view other tickets from the same email.What I was trying to do was to point out that the current default of having it display a placeholder without any notes isnt sensible. Either you guys should:Include notes in the note section of the Thank You page, or even inline notes within the displayed HTML, making it very obvious that the %{ticket.number} is a placeholder and will not work. So the user should either delete it or make the relevant code and option changes as I didDefault disallow the ticket id to work with an optional enable, not allowing that enable unless you also disallow the ability to view other tickets with the same email. Ideally with a note on the other option explaining the security issues.This isn't a minor point either. I dont know about your email delivery rate but I'm happy if I get around 50%. If you dont have a ticket ID on the web page then around 50% of my users are also unlikely to receive ANY follow on email updates on their ticket. That leads to the obvious conclusion that I will not service 50% of my users and potentially lose them! Nothing pisses off users more than the perception they are being ignored.Separately but in addition to this, any newbie like myself will then spend hours trying to get the system to "work" when it is already working to specification! That seems an unnecessary waste of time when all you have to do is add some notes into the data defining the Thank You page!I'm going to the effort of writing this up not because I'm an arrogant, opinionated and naive user (I am), but because I really think osTicket is fantastic (better than many paid ticket systems I have used) and I want it to become better!