Trouble ticket

What is a trouble ticket? 

A trouble ticket is a common IT industry lexicon and denotes a request for assistance from customers or employees. The ticket contains details about the issue, contact information of the requester and a priority level issued by the trouble ticket tracking software. Trouble tickets are tracked by the helpdesk software or customer service software. A customer can raise a trouble ticket through available channels like email, social media, WhatsApp or live chat support.  

Types of trouble tickets 

Depending on the issue type, there are mainly six types of trouble tickets: - 

1. Incident tickets: They are raised when unexpected issues disrupt normal operations, such as system outages or software malfunctions. 
2. Service request tickets: These are raised for routine tasks or standard requests, such as software installations, password resets or equipment upgrades. 
3. Problem tickets: They are raised to address underlying causes of recurring incidents, aiming to prevent future occurrences of similar issues. 
4. Change request tickets: They are raised to document changes to IT infrastructure, software or configurations, ensuring that changes are managed and tracked properly. 
5. Escalation tickets: They are initiated when an issue requires higher-level expertise or managerial intervention to resolve within the required timeframe. 
6. Routine maintenance tickets: They are scheduled tickets for planned maintenance activities to minimize disruptions and ensure system reliability. 

Each ticket type serves a specific purpose in IT support, helping teams effectively manage and prioritize tasks for efficient issue resolution.