What is a ticketing system?
A ticketing system is software that turns each customer or employee request into a ticket, a trackable record that is assigned, prioritized, worked on and resolved, so teams can manage requests from every channel in one place and measure response times, workload and outcomes.
Core features
| Feature | Purpose |
|---|---|
| Multichannel intake | Email, chat, portal, phone, Slack |
| Assignment and routing | Right agent or team |
| Priorities and SLAs | Meet response targets |
| Status tracking | Open, pending, solved |
| Knowledge base | Self-service and agent answers |
| Reporting | Volume, speed, satisfaction |
| Automation and AI | Triage, replies, resolution |
Types
Customer support ticketing (help desks), IT service management (service desks), and internal request systems for HR, finance or facilities.
AI ticketing
AI ticketing systems classify and route tickets automatically, draft replies, and use AI agents to resolve routine requests before a person ever picks them up.
