---
Title: "What Is Ticket Management? Process and Best Practices"
Url: "https://computer.io/glossary/ticket-management"
Topic: "Ticketing"
Description: "Ticket management is the process of receiving, prioritizing, assigning, tracking and resolving support requests. Steps, best practices and how AI automates it."
---

# 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.

## FAQ

### What is ticket management software?

A tool for tracking requests from creation to resolution, with routing, SLAs and reporting.

### What is the goal of ticket management?

Resolve requests quickly and consistently while giving visibility into workload and quality.

### How is ticket management different from incident management?

Ticket management covers all requests; incident management focuses on restoring service after disruptions.

## Related terms

- [Ticketing system](https://computer.io/glossary/ticketing-system)
- [Support ticket](https://computer.io/glossary/support-ticket)
- [Ticket triage](https://computer.io/glossary/ticket-triage)
- [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)
- [Service desk automation](https://devrev.ai/solutions/service-desk-automation)

## Compare

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

## Further reading

- [Ticket management](https://devrev.ai/blog/ticket-management)
- [Ticket management software](https://devrev.ai/blog/ticket-management-software)
- [Ticket management solutions](https://devrev.ai/blog/ticket-management-solutions)