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Glossary

What is a Support Ticket?

A support ticket refers to all support communication between a customer and a customer service team. A ticket may include some valuable information that consists of the nature of the issue, its source, date, time, and other relevant information about customers.


Support tickets are known to make life easier. Well, here we summarized a list of a few scenarios where support tickets are helpful for the stakeholders. So, let’s come to the points directly!

For Customers: 

A support ticket gives a customer's issue a specific identification. The ticket ID can be used as a reference for contacting support personnel. They don't have to repeat their concern to every agent, which saves them time.

For Agents:

A ticket ID can be used by agents to track each ticket's progress from beginning to conclusion. They can escalate a ticket to a higher rep, break up a complicated issue into several kid tickets, alter the status of a ticket, and do many other things.

For Businesses:

Support inquiries may teach businesses a lot, including how well their products are selling, what common problems customers are having, and other things. They found this by tracking the history of support tickets.

What are the Types of the Support Tickets?

There are several types of support tickets. Some of them are the following. So, let’s have a look at them!

Open Ticket:

An unresolved customer's question or issue is indicated by an open customer service ticket. Every new ticket that enters the help desk inbox by default has the status "open." Open tickets must be distributed to the right agents at the right moment to speed up ticket response.

Escalated Ticket:

Sometimes your Tier-1 or ground-level agents are unable to handle all support queries independently. A ticket may be escalated because a lower-level representative may not have the necessary knowledge, authority, or training to solve a problem. Tickets that have been escalated now take longer to address than other issues.

High Prioritized Ticket:

Customer service staff must handle hundreds of support requests every day, making it virtually impossible to prioritize which ones should be addressed first. Using a support ticket system, you may instantly designate a request's priority as "High," "Normal," or "Low." High-priority tickets create a sense of urgency in your agents since they must be handled first.

Rating on the Ticket:

As the name suggests, a rated ticket is a support ticket that has received a client rating. Consumers are frequently asked questions after a problem has been resolved, such as "How would you grade your experience connecting with our support person today?" Customers can score their whole experience from 1 to 5 on the scale, and customer service can also be rated.

Closed or Solved Ticket:

When the best solution is shared with the customer and the issue is fixed, the support request is marked as resolved. It is the final phase of the ticket lifecycle and evaluates how well your team served customers. It's important to note that many businesses conflate the terms "resolved" and "closed."

Reopened Ticket:

The ticket is reopened when a customer has a similar issue shortly after closing it or submits a follow-up query or request. Through their portal, customers may reopen tickets, and your agents can do this from their support desk dashboard. Reopens often might be a sign that agents are putting off fixing the customer's problem by closing the ticket.


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