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Also known as requests, support queries, or support requests.

Tickets are the lifeblood of a support system. A support ticket is a query raised by a requester or customer seeking information that requires attention and needs to be solved by the service provider.  Tickets can be of different types and can be classified on the nature of query. For example, incident, support request, feature request, and so on. 

Tickets are the basic unit of measurement for all Freshdesk metrics. For example, on-time resolution is the percentage of tickets resolved on time. 

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