Glossary
Ticket
Also called: Support ticket · Case · Help desk ticket
A ticket is a numbered record of a customer request that tracks its status, owner, priority and deadlines from the first message until it is solved.
Tickets turn a request into work that can be assigned, measured and reported on. A conversation is the exchange of messages; a ticket is the job that came out of it, and one ticket may span several conversations or channels.
Most systems give each ticket a number customers can quote, a priority, a type and a status such as open, waiting or solved, and measure it against service levels. A common pitfall is making a ticket for every message, which buries the requests that need follow-up.
How Risti does it
In Risti, anyone can choose “Make it a ticket” in a conversation, and rules can make tickets automatically by channel, team or keywords. Ticket statuses are Open, Waiting on customer, On hold, Solved and Closed, shown as a list or a board, with filters, changes to many at once and search by title or number.
Owners and admins set Ticket types in Settings › Workflows, each with a default priority, a team it “Goes to”, details (text, list, date or file) and Outcomes. Numbers use a Prefix of 2–6 capital letters or digits, T by default; set AC to get tickets like AC-1042. Ticket deadlines also show in Halley, the work calendar.