The specific COMPUDATA ticketing system for optimal customer support the concept of trouble ticketing system (TTS) is currently on everyone’s lips, and each major company that puts something up, operates such a system. Synonyms are terms for the same connection known as the help desk system, task tracking system, issue tracking system or support ticketing system. All those systems is common is that they use some kind of software to manage customer inquiries (tickets). Tickets are present customer requests received via different media such as Internet, email or fax in electronic form. The term risk\”means\” danger or risk; Hedge\”can literally in German with a hedge or fence\” be translated.
Thus the term risk hedge means\”in a figurative sense a hedge against uncertainty. Thus, a functioning system that turns away to this uncertainty, is the guarantee for completely satisfied customers. Because an adequate Ticketing system needs or deficiencies detected at an early stage and turn thus any dissatisfaction and so that any risk to alienate customers, or even losing, because so far it will never come. \”To customer requests are received, confirmed, classified or edited, is common to all systems that tickets for this so-called\” be assigned to further processing. As long as this request and that this ticket is pending, so crude, whose status as an open \”refers to. The ticket is then assigned to a person or a function body, which processed it. Aim of the whole is a satisfied the customer and therefore the resolution request.
This is the case, one ultimately speaks of the closed\”ticket. In accordance with the requests of the various request controller are differentiated according to the service level agreements (SLA) urgency levels and operational level agreements (OLA) distinguished. Failure to comply with the SLA or OLA are the associated Activate escalation levels. Customer concerns in the usual sense refer generally to problems or errors (incident).