What is ticket management?
Ticket management is the process of receiving, logging, prioritizing, assigning, tracking and resolving customer or employee requests as tickets, using a ticketing system so nothing gets lost, work is shared fairly, and teams can measure response times and quality.
Lifecycle
| Stage | What happens |
|---|---|
| Intake | Request arrives from any channel |
| Triage | Category, priority, owner |
| Work | Investigate, communicate |
| Escalate | If needed |
| Resolve | Fix and confirm |
| Close and learn | Tag root cause |
Best practices
Clear priorities and SLAs, automatic routing, templates for common issues, linking related tickets, and regular reviews of top drivers.
With AI
AI classifies and routes tickets, drafts replies, summarizes threads and resolves routine tickets before they reach an agent.
