QuackbackTicketing System
A ticketing system tracks each customer issue as a ticket with an ID, an owner, a status and a history, from the first report until it is resolved. It is how support teams manage work that takes longer than a single reply.
What is a ticketing system?
A ticketing system turns support requests into trackable units of work. Each ticket records who reported the problem, who owns it, its status and priority, and every message and note along the way. Teams use tickets for anything that needs follow-up: a bug under investigation, a refund awaiting approval, a configuration change.
Tickets and conversations
Many teams answer most questions in a conversation and only open a ticket when work continues after the chat ends. The risk is splitting the history. The customer replies to the conversation while the work happens on the ticket, and nobody has the full picture. The better pattern keeps the ticket and its conversation as one thread.
Designing ticket statuses
Keep internal statuses useful to your team, and show customers something simpler. A customer needs to know whether you've received the issue, are working on it, need something from them, or have resolved it. They don't need your internal "waiting on engineering" stage.
Tickets in Quackback
In Quackback, a customer ticket and its conversation are one thread. You set your own ticket statuses, grouped as open, pending or closed, and customers see simpler stages: received, in progress, awaiting your reply, resolved. Ticket types can have their own intake forms in the portal and the Messenger. Back-office tickets track internal tasks, and tracker tickets group many customer tickets about one problem. Tickets can link to GitHub, Jira or Azure DevOps issues, and the issue's state maps back to the ticket.
Common questions
What is a ticketing system?
A ticketing system tracks each customer issue as a ticket with an ID, owner, status and history, from first report to resolution.
What is the difference between a ticket and a conversation?
A conversation is the exchange of messages with a customer. A ticket tracks work that continues after the conversation, with its own status and owner. The best setups keep both in one thread so the history is never split.
Have another question? Talk to the team.