Support ticket
A support ticket is a recorded customer request, with its own number, status, owner and deadline.
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What does Support ticket mean?
Instead of a shared inbox, a ticket system shows who is handling a request, what comes next and which request has waited too long.
Tickets often come with a promised response time (SLA).
A ticket typically moves from open to in progress, waiting on the customer and solved. When the customer replies to a solved ticket it reopens, so the reply is not lost in a closed thread.
Why does it matter to a small business?
In a small team, customer requests often land in one shared mailbox where everyone sees everything and nobody is sure who answers. A ticket gives every request an owner and a deadline, and shows what has waited too long. A request is not left unanswered just because everyone assumed someone else had it.
What does it look like in practice?
Details
Suppose a software firm in Veszprém has customers writing to its support address. Every email opens a ticket with a number (T-00042, for example) that also appears in the subject. When the customer replies, the email joins the same ticket. A colleague adds an internal note for the developer, which the customer never sees, then closes it with a saved reply.
How does HelloCRM handle it?
Details
HelloCRM's Helpdesk module opens tickets from mail to a support mailbox, website chat and the portal, with promised times and saved replies. There is one live ticket per conversation; a number in the subject joins the ticket only when it comes from the ticket's original requester. In the portal a customer sees their own tickets, without the internal notes.
Module: Helpdesk (paid module, price coming soon).
A CRM for small businesses in Hungary
HelloCRM is an online CRM made in Hungary for small and mid-sized businesses there, in Hungarian and English: the core CRM is free for good, with no time limit and no card, and it can be tried without signing up in a demo company full of example data.
Questions
What is Support ticket, in one sentence?
A support ticket is a recorded customer request, with its own number, status, owner and deadline.