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Customer Service vocabulary · Support Tools & Self-Service

Ticketing system

Meaning in customer service, with examples

nounCommon term

In customer service, ticketing system means: Software that records each customer request as a ticket and helps a team assign, track, prioritise and close them.

In Turkish: talep yönetim sistemi, ticket sistemi, kayıt takip sistemi

How it is used

Also called help desk software. Emails, chats and web forms can create tickets automatically. Agents work through their queue in the ticketing system, add internal notes that the customer cannot see and change the ticket status.

Example sentences

  1. All customer emails go into the ticketing system automatically.

  2. We moved to a new ticketing system, so old tickets have new numbers.

Common collocations

  • ticketing system
  • log into the ticketing system
  • ticketing tool
  • help desk software
  • ticketA record in a support system for one customer request or problem, used to track it from the first contact until it is solved.
  • CRMCustomer relationship management: software and practices that keep all information about customers and their contacts with a company in one place.
  • help deskA team or service, often inside a company or for software products, that answers users' questions and solves their technical problems.
  • canned responseA ready-made reply saved in a support tool so that agents can send it quickly to answer common questions.
  • queueA line of calls, chats or tickets waiting to be answered, usually handled in the order they arrived.

More terms: Support Tools & Self-Service

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