In this week’s blogpost, I am going to explain what is a Ticket in relevance to helpdesk/ticketing systems. Also, I will describe how tickets are tagged in LiveAgent and what statuses they can be assigned with.
From various sources these are the most occurring definitions:
Did you know: The word “ticket” was first used for medical records for hospital patients, to keep their information organised. That’s how e-Tickets were originated.
– New Ticket: This is a ticket that is yet to be opened and dealt with.
In LiveAgent, every request which comes into the system is transformed to a ticket. That means that all emails, calls, live chats, facebook posts/messages and tweets will be organized and never get behind.
Through the resolving process, tickets can be assigned with various statuses:
Statuses “New Ticket” and “Open Ticket” have the highest importance, because they need to be dealt with and resolved first. LiveAgent will automaticilly highlight those tickets and sort them out based on priority.
In general, ticket is a communication thread with your customer and your support staff. Ticket statuses will allow you to control and monitor the resolution process, and based on that you can manage your resources to work on specific issues.
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