Support
Ticket
Support Ticket
A record of a customer inquiry or issue that is tracked through the support process from creation to resolution.
What is Ticket?
A support ticket captures a customer issue and tracks it through the entire resolution process, ensuring nothing falls through the cracks.
Ticket components:
- Unique ID/number
- Customer information
- Issue description
- Channel of origin
- Priority level
- Status
- Assigned agent
- Resolution history
- Tags/categories
Ticket lifecycle:
1. Created (new)
2. Assigned (to agent)
3. In progress
4. Waiting (on customer/internal)
5. Resolved
6. Closed
Ticket metrics:
- Volume by channel
- Resolution time
- First response time
- Reopened rate
- CSAT per ticket
Why Ticket Matters
Tickets provide accountability and tracking for every customer interaction.
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