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Customer Service vocabulary · Tickets & Escalation

Ticket

Meaning in customer service, with examples

/ˈtɪkɪt/nounCore term

In customer service, ticket means: A record in a support system for one customer request or problem, used to track it from the first contact until it is solved.

In Turkish: kayıt, talep kaydı, destek kaydı

How it is used

Agents open (or create, raise, log) a ticket, update it, assign it, escalate it and finally close it. Each ticket has a number, a status such as open, pending or solved, and a priority. CRM systems often call the same thing a case.

Example sentences

  1. I've opened a ticket for you, and the reference number is 58214.

  2. Please don't close the ticket until the customer confirms it works.

Common collocations

  • open a ticket
  • raise a ticket
  • close a ticket
  • ticket status
  • assign a ticket
  • ticketing systemSoftware that records each customer request as a ticket and helps a team assign, track, prioritise and close them.
  • reference numberA number given to a ticket, case or transaction so that anyone in the company can find it quickly later.
  • priorityThe level of importance or urgency given to a ticket, which decides how quickly it should be handled.
  • escalateTo pass a problem or complaint to a more senior person or a more specialised team because the first person cannot solve it.
  • backlogA number of tickets, emails or tasks that have built up and are waiting to be dealt with.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Tickets & Escalation

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