Glossary • Support Ticket
What it means:
A Support Ticket is simply a method of registering a customer issue. When a customer communicates with your Customer Support team to let them know that they have an unresolved problem pertaining to your product or service, a Support Ticket is issued, which alerts a team member that they should look into the customer’s concern and actively try to solve the problem as soon as possible.
Oftentimes high volumes of Support Tickets are issued, so having an efficient system in place that registers these tickets, categorises them (by common phrase, subject matter, urgency, etc.) and passes them on to the relevant agent to be rectified, is key to ensuring a positive customer experience.