Definition
Software that logs every customer or internal support request as a trackable "ticket," recording its status, owner, and history until resolution.
Cite this definition
"Ticketing System", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/Ticketing
Business Importance
Ticketing data is the primary source for measuring FCR, AHT, and SLA compliance across a support operation.
Industry Examples
Support agents using Zendesk to track, prioritize, and close incoming customer tickets.
Related Service
How Infusion BI delivers this:
Customer Experience (CX)
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