Trouble Ticket
Tickets for recording an issue or perceived issue.Support Ticket
Tickets for recording a customer or internal request.Customer Service
Tools for offering customer service such as the ability to view customer accounts and enter orders or returns.Knowledge Base
Knowledge resources for answering customer inquiries and troubleshooting.Incident Management
The process of investigating and resolving issues.Problem Management
The process of investigating root cause and fixing problems that are causing issues.Monitoring
Monitoring your services to automatically detect issues and create tickets.Alarms
Handling automated alarms generated by equipment and software.Correlation
A 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 Analysis
Investigating tickets to determine their severity and impact. Some tools allow for this to be automated.Notification
Notifying people of tickets.Escalation
The process of contacting people to fix incidents or address customer concerns.Ticket Analytics
Viewing ticket data such as volumes to manage resources and optimize ticket management.Customer Satisfaction
Doing everything possible to keep the customer happy. For example, regularly updating them on the status of their request.Self-Service
Tools that allow customers to view their own tickets. Tickets are regularly updated with status and troubleshooting information.History
Maintaining historical tickets.Workflow
Semi-automation of support processes that creates and assigns tasks when something needs human attention.Reporting
Reporting customer support and incident management metrics such as customer satisfaction and mean time to repair.| Overview: Ticket Management | ||
Type | ||
Definition | The process of managing issues and requests. | |
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