We call “ticket” any request coming from your customer from any channel that you configured, such as email, social networks and widget. Every ticket can be categorized by some aspects.
Type: incident, request, task, notify.
Channel: phone inbound, phone outbound, email, web (social networks), chat.
Area: technical issue, general information, new feature request.
Group: Deskero cloud, custom installation.
Status: closed (when the customer is satisfied with the answer received), opened (not processed yet), on hold (waiting for information/feedback), solved resolved (when the operator thinks he has solved the request).