Ticketing systems document and track customer issues and interactions, making it easier for customer service teams to manage their support cases. These systems give agents the customer details they need to provide personalized service, help support staff coordinate their efforts, and automate repetitive tasks—all of which empower companies to reduce resolution and wait times.

How a ticketing system works

A ticketing system creates a support ticket or a record of every support interaction.

Say a customer wants to reset their account password but doesn’t receive an email with the reset instructions. They contact your business on one of your support channels. When the customer reaches out, the ticketing system creates a ticket that contains relevant information about the customer, such as their:

• Address
• Work title

• Company
• Past support interactions

The ticket is then assigned to a customer support agent who helps the customer resolve their issue.

The ticketing management system logs all communication between the customer and the agent into a single thread. Agents can also add internal notes about the customer or the issue for future reference. For example, agents might leave a reminder to send the customer a follow-up email to ensure the issue was fully resolved.

Once the customer’s service request has been addressed, either the customer or the agent can close the ticket. (Tickets can be reopened if the issue needs further attention.) Even after a ticket is closed, agents can still search through past tickets in the system to find solutions to similar problems when necessary.