You'll often hear us, or really any technical organization, refer to a "ticket". Sometimes we'll ask you to "email in a ticket" or hear us say we'll "open a ticket". So... what's a ticket?
Basically, a ticket is an entry in our helpdesk system, and is made up of comments & documents related to a single issue that we're working on. It's identified with a unique number (e.g., 22450), and, if things go as we intend, in the end, represents an immutable record of the work we performed and when we did it.
Our helpdesk system (Zendesk) is what we us to receive, organize, track, assign, document, and bill about 99% of the work that we do everyday. It also helps us keep you up-to-date on the status of your issue by emailing you each and every time we have relevant information for you.
Though there is a web interface that Exigent uses, most of our clients just see our helpdesk system as email, because that's how they interface with it: via email.
When you email firstname.lastname@example.org, the email goes to the helpdesk software, which, if the ticket doesn't reference an existing issue:
- creates a new entry in the system
- assigns it an ID number
- emails you
- emails each and every one one of us at Exigent
When you reply to an email from an existing ticket, the helpdesk system adds your new message onto the (perhaps long, long) running conversation and history of the ticket. It also, again, emails you with a confirmation, and emails each and every one of us with your update.
That's the reason we all know whenever a ticket is opened or updated by you: because we all get emailed. There's no "shared mailbox" that here that you just have to pray gets checked; support emails comes right to us. :)
You might notice each ticket has a "status". The status means the following:
- New: your request has been received and Exigent has not actioned it yet.
- Open: Exigent has actioned your new ticket in some way.
- Pending: Exigent is waiting on something from you, e.g., more information, testing, confirmation, etc.
- Solved: Exigent believes the issue you've contacted us about has been solved. Replying to a ticket in the Solved state will automatically re-open it, and that's OK: maybe you have more to say. :)
- Closed: tickets enter this state after being marked Solved . Once Closed, they cannot be re-opened.
For a bunch of reasons, we need there to be just one issue in each ticket. When there are multiple issues in a ticket, we can't effectively assign the work to be performed, which means your issue's resolution gets delayed, or worse, we just flat out forget about a secondary (or tertiary, etc.) issue that happened to get mentioned somewhere in the pages and pages of text that the ticket is now comprised of. It also makes it hard for our clients to manage their bills, and hard for us to have any meaningful performance metrics for ourselves.
We're 100% A-OK with you sending 2, 3, 4, 10, or 20 separate emails if you have 2, 3, 5, 10, or 20 separate issues. It's easy for us to merge tickets that should be just one ticket; it's more work to separate out issues that should be multiple tickets. If you're in doubt, compose separate emails to email@example.com and we'll sort it out. Your issue will get handled more quickly, and besides: we don't charge by the ticket. :)