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Glossary

What is an Open Ticket?

A consumer inquiry that has not yet been addressed by a call center agent is known as an "open ticket." A new task or "ticket" is created for the call center employee who has been assigned the call whenever a client calls a customer care call center to inquire about something or to fix an issue. This ticket may be open, in progress, or closed, among other stages or statuses. 

The ticket generated as a consequence of the customer's contract remains in the open category while the call center person converses with them, learns about their issue, makes an effort to solve it, or gives them information. A ticket that is “in progress” is considered an open ticket in certain organizations. This is because there are two stages in those organizations i.e., open ticket and closed ticket. To better understand this process, you must also know what an “in progress” ticket is?

An “in progress” ticket refers to the process of handling a ticket through the call center representative and as of now it just waiting for the due process to be completed before closing it. 

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