A ticket is the representation of a support request made by a customer. Every interaction recorded in Zendesk Support, whether via email, chat, phone, or other channel, is converted into a ticket.
The tickets contain all relevant information about the request, including:
- Customer details.
- Exchanged messages.
- Current status (Open, Pending, Resolved, etc.).
- History of interactions and updates.
This allows agents to track and manage each request efficiently.