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Software Features & Capabilities

What is a Ticketing System?

Definition

Software tracking customer issues from submission through resolution with unique identifiers, priority assignment, workflow automation, agent assignment, and status updates. Ticketing systems ensure no requests are lost with audit trails and response time tracking."

Why This Matters

Ticketing systems ensure accountability through unique identifiers, priority assignment, workflow automation, and status tracking. Systematic ticketing prevents requests from being forgotten or duplicated.

Related Terms

Showing semantically related terms from our RFP knowledge graph. Priority connections are highlighted.

Essential Connections

Help Desk

Software Features & Capabilities

Customer support software managing service requests through ticket systems, knowledge bases, automated routing, SLA tracking, and multi-channel support (email, chat, phone).

Technical Support

Implementation & Deployment

Vendor assistance for troubleshooting, bug fixes, and system issues provided through ticketing systems, phone, chat, or email.

Response Time

Implementation & Deployment

The maximum time for vendor acknowledgment of support tickets measured from submission to first response.

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Related RFP Templates

These 2 templates include questions about ticketing system

Service-Heavy

Help Desk Software RFP Template

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Service-Heavy

Field Service Management Software RFP Template

Notable Companies
ServiceTitan
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Jobber
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