Also known as an issue tracking system (ITS), ticketing is generally used to track the status of problems that are not resolvable in a single call. An issue is assigned a ticket, or case number, and the system allows support reps, or in some cases the customer, to access the latest information about the issue and add relevant information as the case proceeds. Ticketing systems are useful in spotting troublesome trends and determining which courses of action were most successful in resolving them.

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