Glossary • Ticketing Systems
What it means:
A Ticketing System is the technology that receives a Ticket (or service request for support from a customer) which is then actioned by an agent.
When a customer communicates with your Customer Support team through the Ticketing System 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.
Having an efficient Ticketing System in place that registers support requests, 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.