If you are using the email connector is give a random ticket that doesn't/can't correspond to anything on our side. I would rather it not provide this at all as it will confuse the end users.
For what it's worth I was told on the Reddit discussion that this is only an issue with the email connector option. I am still waiting for Syncro integration so I can't confirm that.
I think this is a leftover of an older feature that we deprecated. I will look into this. I think the idea was to give the end users some point of reference that would at least make it into your ticketing system and most ticketing systems support a global search feature. We may change this in the future. But TheNetworkSmith is correct that this is not in the full integrations.