Ticketing System
Your central hub for managing, tracking, and resolving customer issues with complete accountability. Every customer problem becomes a structured record with clear ownership, SLA tracking, and full audit trails—ensuring nothing gets forgotten and every issue reaches resolution.
What is a Ticket?
A ticket is a structured record of a customer issue that moves through defined stages from creation to resolution. It captures everything needed to solve the problem and maintain accountability.
Who
Customer who reported
What
Issue description
When
Created & due date
Priority
Critical → Low
Status
New → Closed
Owner
Assigned agent
Ticket Lifecycle
New
Just created
Open
Acknowledged
In Progress
Being worked
Waiting
Pending response
Resolved
Solution found
Closed
Confirmed done
Types of Tickets
Support Tickets
Customer needs help resolving a problem or understanding a feature
Incident Tickets
Track outages or issues affecting multiple customers
Service Requests
Routine requests like plan changes, exports, or account updates
Bug Reports
Product defects requiring investigation and fixes
Feature Requests
Customer ideas and suggestions for improvements
Billing Tickets
Invoice questions, refunds, and payment issues
Ticket Assignment
Route tickets to the right people automatically or manually. Balance workloads and ensure issues reach agents with the right expertise.
Round Robin
Distribute tickets evenly across available agents
Skills-Based
Match tickets to agents with relevant expertise
Queue-Based
Agents pull from shared queues when ready
Manual
Supervisors assign based on context and workload
SLA Tracking
Service Level Agreements define your commitments to customers. Track response and resolution times automatically with visual indicators and proactive alerts.
| Priority | First Response | Resolution | Example |
|---|---|---|---|
| Critical | 1 hour | 4 hours | Service completely down |
| High | 4 hours | 1 business day | Major feature broken |
| Normal | 24 hours | 3 business days | Standard questions |
| Low | 72 hours | 5 business days | Feature requests |
Automation Rules
Create IF-THEN rules that execute automatically when conditions are met. Reduce manual work and ensure consistent handling of common scenarios.
Auto-Assignment
- Category → Team
- Keywords → Specialist
- Priority → Senior agent
Auto-Categorization
- "refund" → Billing
- "broken" → Bug Report
- VIP email → High Priority
Status Automation
- Agent reply → In Progress
- Customer reply → Re-opened
- No response 7d → Auto-close
Escalation
- SLA 80% → Alert supervisor
- Negative sentiment → Senior review
- No response 4h → Reassign
Key Metrics
Volume
- • Total tickets
- • By category
- • Trends over time
Response Time
- • First response
- • Resolution time
- • SLA compliance
Quality
- • CSAT score
- • Reopened rate
- • Escalation rate
Efficiency
- • Tickets per agent
- • First contact resolution
- • Backlog size
Ready to transform your agency?
Start building with Ayra today. No credit card required.