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Glossary

Trouble Ticket System

A trouble ticket system or a help desk system is a software that supports the processing of service request. Thanks to this system, the requests – incoming calls, emails or fax – are managed, confirmed, organized and processed. In addition, the calls are assigned to a specific employee or department for processing. If a situation is solved, it is called a “closed ticket”. Thanks to the trouble ticket system, the service request resulting history can be consulted at any time for already closed tickets or for open ones. Thus, no information is lost and an overview of all request or processing tickets is guaranteed. Interfaces between trouble ticket software and other systems, such as database, are possible.

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