What is a Ticket?

In Zammad, tickets are used to track customer service requests. The first time a customer emails you (or the company) about something, Zammad creates a new ticket. Each message sent between you and the customer is added to that ticket until the issue is resolved, the customer is happy, and the ticket is finally closed.

So in a basic sense, a ticket is a thread of messages between you and a customer about a single issue.

Ticket thread view

A ticket is a thread of messages between a customer and an agent.

Hint

You know you’re doing a great job when you 1) respond to tickets quickly and 2) get them closed in a timely manner.

👀 Keep an eye on your dashboard to see how well you’re keeping up.

Ticket Settings

Tickets also have metadata attached to them to make them easier to manage. For instance, tickets have a customer and (optionally) an agent; they can be open or closed (or even be scheduled for later); they can be organized into groups; and they can even be flagged for high or low priority.

For the sake of simplicity, we’ll refer to this metadata as the settings of a ticket. All of these settings can be changed at any time. Each setting is explained in detail in the Manage Ticket Settings section, but for the time being, let’s go over the two most important ones:

Owner (optional)
The agent currently assigned to (i.e., responsible for) the ticket.
State
Is the customer still waiting on an answer (open), or has the ticket been resolved (closed)?

Note

📖 See Also

For an in-depth discussion of each ticket setting, see the articles below: