Ticketing system

In support and in IT, the ticket is the unit of work: it records who reported something, what it is about, who is responsible and what has already been done. Requests reported by phone are easily lost without a ticket, because they exist only as a note or in one person’s head.

An AI phone assistant can create a ticket straight from a call. To do so it asks for the mandatory details, such as customer, affected device or product, description of the problem and urgency, and selects the matching category. For existing cases it can state the status or add a remark. A clear rule for urgent cases makes sense: an outage should not merely end up as a ticket but should also notify someone or be put through.