What is a support ticket?
A support ticket is a record created when a customer or employee asks for help, capturing who they are, what the issue is, its priority and every reply, so the support team can track the request from submission to resolution and nothing gets lost.
Typical fields
| Field | Example |
|---|---|
| Requester | jane@acme.com |
| Subject | "Can't export reports" |
| Channel | |
| Priority | Normal |
| Status | Open, pending, solved |
| Assignee | Tier 1 queue |
| Tags | export, reports |
Lifecycle
New → open → pending (waiting on customer) → solved → closed.
How tickets are created
By email, web form, chat, phone, API or automatically from monitoring.
