Feature: What is a “Ticket”?

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.

The definition of a Ticket/e-Ticket/Trouble ticket

From various sources these are the most occurring definitions:

  • “A ticket (also known as an e-ticket or trouble ticket) is an email / chat, usually contained within a issue tracking system which contains information about support interventions made by customers or internal staff.”
  • “A trouble ticket (sometimes called a trouble report) is a mechanism used in an organization to track the detection, reporting, and resolution of some type of problem.”
  • “A ticket is a communication thread between a customer and company’s support staff”

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.

What is a ticket in LiveAgent ?

– 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.

Ticket phases

Through the resolving process, tickets can be assigned with various statuses:

  • Answered Ticket: Once you answer a ticket, it’s marked as Answered
  • Open Ticket: If your customer responded to your answer, the ticket status changes toOpen
  • Postponed Ticket: If you postpone a ticket it’s marked as Postponed.
  • Resolved Ticket: When a ticket reaches its final stage in processing, it’s marked as Resolved

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.

Conclusion

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.

Andrej Csizmadia

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