A trouble ticket literally means a request for assistance, traced by a computer support service management system. It can be also called issue tracking system, trouble ticket system or support ticket.
It is a computer system that manages and registers lists of requests for assistance or problems, organized according to the needs of the service provider. Trouble ticket system is often linked to a database that contains customer information, products and solution to common problems.
When you receive a new request, tickets are created or open and the goal is to close or fix them, providing the solution to the reported problem.Back to Glossary
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