Understanding Tickets

Tickets are the central work records used to manage customer service requests.

A ticket brings together the request, customer, conversation, assignment, status, priority, SLA information, and related activity.

Ticket lifecycle

A typical ticket moves through several stages:

1. the request is received;
2. the ticket is created;
3. it is assigned to a team or agent;
4. the agent investigates or responds;
5. the status changes as work progresses;
6. the issue is resolved;
7. the ticket is closed when the process is complete.

Your organization's workflow may use additional statuses.

Assignment

Tickets can be assigned manually or automatically.

Assignment rules and automation can route work based on conditions such as team, category, priority, source, customer, or other ticket information.

Priority

Priority indicates the urgency or importance of the ticket.

SLA

When an SLA applies, the ticket may have response or resolution deadlines.

Related information

A ticket can be associated with contacts, companies, activities, tags, custom fields, and other records.