tiketointijärjestelmässä

A ticketing system, also known as a ticket management system or issue tracking system, is a software application used by organizations to manage and track customer service requests, support tickets, or internal tasks. These systems centralize all incoming communications, such as emails, phone calls, or web forms, into a single database. Each communication is assigned a unique ticket number, allowing for efficient tracking of its progress from creation to resolution.

The primary function of a ticketing system is to streamline the workflow of customer support or IT departments. It enables support agents to receive, prioritize, assign, and respond to user inquiries or issues systematically. Features typically include ticket creation, categorization, assignment to specific agents or teams, status updates (e.g., open, pending, resolved), and communication logging. Many systems also offer knowledge base integration, enabling agents to quickly find answers to common questions and provide faster solutions.

Ticketing systems enhance customer satisfaction by ensuring that no request goes unanswered and that issues are resolved in a timely manner. For organizations, they provide valuable data and analytics on support performance, common issues, and agent productivity, which can be used to identify areas for improvement in products, services, or support processes. They are essential tools for maintaining organized and efficient operations, particularly in environments with a high volume of support requests.