Support ticket
A support ticket is a record of a single customer issue or request, tracked from the moment it is opened until it is resolved.
When a customer contacts support, a ticket is created — either automatically by the platform or manually by an agent. The ticket holds the conversation history, any internal notes, the assigned agent, priority level, and status.
Tickets create accountability: every request has an owner and a status, so nothing falls through the cracks in a busy inbox. They also generate the data behind support metrics like first response time, time to resolution, and ticket volume.
The word "ticket" comes from IT helpdesk culture where paper tickets were used to track requests. Today it is used broadly for any tracked support case, even if the channel is email or chat.