Ticket System… It is important first to know what the concept of ticket refers to in this context. In the world of technology and, above all, within the sector of customer service and company services, that word serves to identify a file that is inserted into the incident tracking system, which we will define later. A ticket contains data regarding software interventions performed by the technical support team or third parties. This is done at the request of an end user who has raised a question, question, inconvenience or complaint. Almost always, this is a situation that prevents you from making proper use of a product or service. Typically, tickets are created from help desk or call center and have a reference number. That number is what is known as a case, incident, or call report number. This figure allows the staff of these units and the client himself to locate and follow up on the request.
Ticket system: what is it about?
Now it is necessary to answer the question, what is a ticket system? Well, first of all it is worth saying that it is also called incident tracking system, incident management system. In English, it is called issue tracking system, trouble ticket systemor incident ticket system. But all those terms respond to the same thing. What is a ticket system or ticket management software? It is a computer tool that allows interaction with customers, who present some kind of requirement. It is important to note that this type of solution does not correspond to those classified as immediate response, for example, chat. Once a ticket is assigned to a case, it will serve to track the case. It is possible to find various tools of this kind on the market. Some have more functions than others. Therefore, what is recommended when choosing a particular one, is to acquire the one that best fits the characteristics, requirements and available resources of the company in which it will be implemented.