Ticket Definition
The use of the phrase "ticket" is a reference to the tracking process of communication between our support team and the requester. It has nothing to do with gaining access to an event for which you may be referencing.
Ticket Creation
A support ticket is created when someone asks a question or makes an inquiry about an issue. Tickets may also be automatically created when a problem occurs with an online process. Once created, the ticket will move through various email exchanges between the requester and a support agent.
Ticket Status
We use the following ticket status which have the following meaning:
Open: Ticket has arrived and agent has not yet looked at it.
Pending: Is actively being worked on.
Holding: Has been set aside in light of other priorities.
Waiting on Customer: Awaiting a reply from a question that was asked of the customer.
Waiting on Third Party: Awaiting a reply from a third party.
Script Work: Set aside for script work.
Service Level Agreement
We also use a SLA (Service Level Agreement) timer - a way in which the management of tickets is "automated." The timer is running and actions are being monitored when the ticket is in one of the states above that is marked in red. Automatic escalation occurs for these items.
Normal Sequence
The normal sequence is Open - Resolved - Closed if the matter can be dealt with in one communication exchange.
If research needs to be done on the part of the agent, the sequence is Open - Pending - Resolved - Closed.
If a ticket is re-opened for a followup question, the sequence could be Open - Resolved - Open - Resolved - Closed.
The bottom line is that a ticket is in the "Resolved or Closed" stage, all work is finished unless the requester reopens the ticket. A ticket is reopened by replying to an email or using the online portal (clicking the ticket link in the email).