supportticketing
Support ticketing refers to software and processes used to capture, track, manage, and resolve customer inquiries and issues. A ticketing system centralizes requests from multiple channels such as email, web portals, chat, and phone, assigns them to appropriate agents or teams, and records all communications and actions in a single audit trail. The primary goal is to provide timely, accountable, and transparent support while enabling scalable service delivery.
In operation, a ticket is created with a unique identifier, a summary, and details about the issue.
Key components include tickets, customers or organizations, agents, queues or teams, statuses, priorities, categories or tags,
Common features are multi-channel intake, customizable workflows, SLA management, automation, knowledge base integration, collaborative tools, reporting
Support ticketing is used across customer service, IT help desks, and service desks. It can be delivered