supporttickets

Support tickets are records used by IT and customer service to capture, track, and manage user requests for help. A ticket represents a unit of work including the requester, issue or service request, and the required actions to resolve it. Tickets are created in a ticketing system and accessed via portal, email, or chat.

A ticket typically includes a unique number, a short summary, a detailed description, category, priority, status, and an assignment. It keeps an audit trail with timestamps, notes, and attachments, and records resolution details. Access controls determine who can view or modify the ticket.

Lifecycle: Tickets are created, triaged for impact and urgency, assigned to an agent or team, investigated, and resolved. After the solution is verified with the requester, the ticket is closed. Some systems include intermediate states such as on hold, awaiting customer input, or escalated.

Common ticket types include incident tickets, service requests, and change tickets. Workflows may require approvals, escalation to higher-tier teams, or automated routing based on category, priority, or workload. Integration with knowledge bases, asset registries, and monitoring tools can speed resolution and consistency.

Roles typically include end users, support agents, team leads, and system administrators. They configure queues, routing rules, and permissions, and maintain knowledge bases and SLAs. Ticketing systems often integrate with asset management, monitoring, and communication tools to provide context and feedback loops.

Key metrics track performance and service quality, including response time, time to resolution, first-contact or first-resolution rate, backlog, and SLA adherence. Customer satisfaction surveys may be used. Effective ticketing supports accountability, visibility, and data-driven improvement while protecting user privacy and security.