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.
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)