What is a Ticketing System? Definition and meaning
A ticket defines a customer or employee request within a ticketing system deployed for this purpose in the company. The request can be received by email, fax, telephone or in person, and is forwarded for processing to a specific user or entire user groups. With the help of various statuses, tickets can be processed more quickly and efficiently.
Ticket vs admission ticket: which one is meant
The term “ticket” is used with several meanings in everyday life, for instance as an admission ticket for an event, as a travel ticket in public transport, or colloquially for a parking fine. In business software and customer service, it refers exclusively to the meaning described here: a recorded customer or employee request that is handled in a structured way within a ticketing system. This article refers to that meaning throughout.
Contents of a Ticket
- Sequential, unique ticket number
- Date and time
- Data of the ticket creator
- Priority / Urgency
- Status (open, in progress, completed, etc.)
- History of previous communication
- Request / Problem description / Wishes
Advantages and Disadvantages of a Ticketing System
Advantages of a Ticketing System
- Uniform and clear communication
- Information is provided automatically
- More efficient workflows
- Cost savings
- Improvement of quality and work processes
Disadvantages of a Ticketing System
- Costs for the software
- Costs for training employees / customers