What is a support ticket?
Definition: A support ticket is a formal record of a customer's inquiry, issue, or complaint that requires assistance or resolution from a customer support team.
Support tickets are created when a customer contacts a company for help via email, phone, chat, or social media.
When a customer submits a support ticket, it is logged into a support ticketing system, which assigns a unique identifier or number to the request. This allows both the customer and the support team to track the progress and status of the issue.
Support tickets usually contain:
- Customer information: The customer's name, contact details, and any other relevant information that helps identify them and their account or product.
- Issue description: A detailed description of the problem or inquiry, including any error messages, symptoms, or steps taken by the customer before contacting support.
- Category and priority: The ticket is categorized based on the type of issue (e.g., technical, billing, account-related) and prioritized according to customer importance or potential impact on the business.
- Ticket status: The current status of the ticket, such as open, pending, resolved, or closed, indicating the progress of the support process.
- Support agent assignment: The ticket may be assigned to a specific support agent or team based on their expertise, availability, or workload.
- Communication history: A record of all interactions and correspondence between the customer and support team, including any updates, questions, or additional information provided by either party.
- Resolution notes: Documentation of the steps taken to resolve the issue and any relevant information for future reference.