Tickets are the lifeblood of a helpdesk. Each ticket is an issue raised by a requester that needs to be solved. Tickets are assigned to agents based on their expertise and the subject of the ticket. It could be an urgent priority problem exposing a security vulnerability. It could also be low priority question about a free t shirt.
Every ticket is created with an ‘open’ status and that’s where the lifecycle of the ticket begins. Then it is ‘resolved’ by the agent and ‘closed’ by the requester.
Tickets is the basic unit of measurement for almost all helpdesk metrics. For example, on time resolution is the percentage of tickets resolved on time. And happiness rating is the percentage of tickets with an awesome rating.
Tickets are also called ‘issues’ and in some cases….’cases’.