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Home » Glossary » Ticketing System

Ticketing System


What is a Ticketing System?

A ticketing system is a customer service and management tool that catalogs and handles customer service requests and issues. It is a tool that organizes customer concerns by giving  the end-user a service ticket to use when referencing their submission. A service ticket is a shared documentation between the customer and the representative that logs their communications to one thread.

Adopting a ticketing system keeps customer service representatives and IT providers organized, faster, and more efficient – which in turns reflects and impacts the company’s costs, customer service quality, and brand image.

What is a Ticketing System
What is a Ticketing System

The ticketing system

 A ‘ticket’ is a virtual documentation that comes with a number or reference code used to track the customer’s concern. A ticketing system, on the other hand, usually goes through the following process:

  • A customer registers a concern/issue
  • The system assigns an agent to be responsible for this specific concern
  • The system will add additional concerned parties to the ticket, if necessary
  • Changes and efforts made by both parties will be documented on the ticket
  • Report on ticket status
  • Closing of ticket (once issue is resolved or deemed unsolvable)

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