---
Title: "What Is a Support Ticket? Definition and Example"
Url: "https://computer.io/glossary/support-ticket"
Topic: "Ticketing"
Description: "A support ticket is a record of a customer's request or problem that tracks it from submission to resolution. Fields, an example and the ticket lifecycle."
---

# 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 | Email |
| 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.

## FAQ

### What is a ticket in customer service?

A tracked record of a customer request or issue.

### What is a ticket number?

A unique ID used to reference a ticket in later conversations.

### Can AI resolve support tickets?

Yes, AI agents can resolve many routine tickets and escalate the rest.

## Related terms

- [Ticketing system](https://computer.io/glossary/ticketing-system)
- [Ticket management](https://computer.io/glossary/ticket-management)
- [Trouble ticket](https://computer.io/glossary/trouble-ticket)
- [How should you handle support tickets?](https://computer.io/answers/how-to-handle-support-tickets)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Compare

- [Devrev vs zendesk](https://devrev.ai/compare/devrev-vs-zendesk)

## Further reading

- [Support ticket](https://devrev.ai/blog/support-ticket)
- [Ticket management](https://devrev.ai/blog/ticket-management)