How does a ticketing system work?

A ticketing system works by first posting an issue, which is called a ticket, that records the interactions on a support or service case. The ticket is shared between both the representatives and the customer and logs continuous communication to an online page. Both parties can refer back to the issue at any point in time by using that ticket.

Once the ticket is created, representatives can then work on the issue on their end. When they have updates or a resolution, they can alert the customer via the ticket. If the customer has any questions in the meantime, they too can use the ticket to communicate with the customer service representatives.

The ticketing system then alerts the representatives that there has been a response logged on the ticket, and the representatives can address it immediately.

When the issue has finally been resolved, either the rep or the customer can close the ticket.

Tickets can be reopened though if either party has any additional follow-up questions or requests. Instead of having to create a brand-new ticket with a different representatives, the customer has access to the same person that they worked with before and can continue where they left off.