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Ticket management is the process of managing issues and requests. Tickets are simple data entities for tracking something that needs to be actioned. Ticket management is built into a broad range of software and is an extremely common business tool. The following are examples of ticket management functionality.
Tickets for recording an issue or perceived issue.Support Ticket Tickets for recording a customer or internal request.Tools for offering customer service such as the ability to view customer accounts and enter orders or returns.
Knowledge BaseKnowledge resources for answering customer inquiries and troubleshooting.The process of investigating and resolving issues.The process of investigating root cause and fixing problems that are causing issues.
MonitoringMonitoring your services to automatically detect issues and create tickets.AlarmsHandling automated alarms generated by equipment and software. CorrelationA single incident may lead to a flood of thousands of tickets. Correlation is the ability to identify tickets that are all related and handle them all at once. Ticket AnalysisInvestigating tickets to determine their severity and impact. Some tools allow for this to be automated.
NotificationNotifying people of tickets.EscalationThe process of contacting people to fix incidents or address customer concerns.Ticket AnalyticsViewing ticket data such as volumes to manage resources and optimize ticket management.Doing everything possible to keep the customer happy. For example, regularly updating them on the status of their request.
Tools that allow customers to view their own tickets. Tickets are regularly updated with status and troubleshooting information.HistoryMaintaining historical tickets.Semi-automation of support processes that creates and assigns tasks when something needs human attention.ReportingReporting customer support and incident management metrics such as customer satisfaction and mean time to repair.|
| Type | | | Definition | The process of managing issues and requests. | | Related Concepts | |
Goals
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