Support Ticket

Outsourcing glossary

Those stinking three letter words.

Here’s a quick guide to help understand the in’s and out’s of outsourcing.

Support Ticket

Definition

A support ticket is a service request from an end-user that is received by a ticketing system. Emails are often referred to as support tickets.

TaskUs has utilized Zendesk (among other ticketing systems) to issue support tickets to users. We employ many strategies to stay on top of the sheer volume of tickets that are submitted. One way is to sort by commonly used phrases so that we can lump all similar questions together, answer once and then erase the entire group of tickets at once. Another way is that TaskUs can sort by the importance of the customer (high-value users will receive responses first).