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A ticket is a piece of communication, between a support agent, and a customer. A Ticket is the most central piece to the support ecosystem and the medium through which a support agent and a customer interact.
Using a help desk software, companies can set up customer-facing Support Centres, that allows a user to send in their issues, by filling out a form or getting on chat. A support agent is assigned to the ticket, routes it via the respective teams, allowing them to resolve the customer’s issue.