Every day, millions of support tickets are created around the world. But what exactly is a ticket? And how can they be managed effectively?
In this guide, learn everything about support tickets: their definition, their lifecycle, and best practices for handling them.
A support ticket (or service ticket) is a digital record of a customer request or reported incident. It centralizes all information related to that request: description of the problem, exchanges with the customer, status, resolution.
The ticket is the basic unit of modern customer service. Each request = one ticket = traceable end-to-end tracking.
A ticket usually contains:
The ticket is created when the customer submits their request (or when an agent logs it after a call). The information is entered automatically or manually.
The ticket is categorized, prioritized, and assigned. This step can be automated or manual depending on the volume.
The agent analyzes the request, searches for a solution, communicates with the customer if necessary, and works toward a resolution.
The problem is solved. The agent documents the solution and changes the ticket status to "resolved."
After validation (implicit or explicit) by the customer, the ticket is closed permanently.
If the problem persists, the ticket can be reopened rather than creating a new one.
Every exchange is recorded. No requests are lost, and a complete history is available.
Prioritization, assignment, deadline tracking... Everything is structured.
Volume, processing time, resolution rate... Tickets enable performance measurement.
Multiple agents can work on a ticket with a shared view of the history.
The customer has a tracking number and can check the status of their request.
Proper initial categorization and prioritization saves everyone time. Use structured forms or automation.
A prompt acknowledgment of receipt reassures the customer. If the resolution takes time, communicate an estimated timeframe.
Internal notes, solution applied... The next agent must be able to understand the case in a matter of seconds.
Each transfer from one agent to another increases the delay. Aim for resolution by the initial agent whenever possible.
A ticket open for 7 days with no activity? That's not normal. Set up alerts.
Confirm with the customer that the issue has been resolved before closing the ticket. A ticket closed prematurely = a frustrated customer.
Not all tickets are equal. Effective prioritization optimizes resource allocation:
Automation can be applied at every stage:
Klark enables intelligent automation of ticket processing: categorization, automatic responses to simple requests, and contextual suggestions for agents.
Tickets can be used to measure numerous KPIs:
An unassigned ticket is a forgotten ticket. Each ticket must have an identified person responsible for it.
A ticket without context requires you to follow up with the customer, which increases response times. Collect the right information from the outset.
10 different statuses create confusion. Keep your workflow simple and clear.
Closing a ticket without ensuring that the customer is satisfied = guaranteed complaint.
Lots of tickets on the same subject? That's a sign. Deal with the problem at its source.
They are often synonyms. "Incident" has a more technical connotation (ITIL), while "case" is more generic. The term varies depending on the tools used.
Yes, if it's the same customer for the same issue. Keep the history of both in the merged ticket.
At least 1 year for customer history. Longer if you use them for analysis or AI training.
It depends on your tool. Many offer a customer portal with real-time tracking.
A support ticket is much more than just a record: it is the tool that structures your entire customer relationship.
The keys to effective ticket management:
Want to optimize your ticket management? Discover how Klark can help you.
