Hi,
ticket is an issue which an enduser creates via some case management tool. Different are having different tools to manage these support related activities.
Its some thing like a mail box where the user gets in and explains the issue he is facing. Such tools are also linked with our mail id so that whenever an issue comes we can get a mail in our inbox. Now in the process resolving this issue we communicate via this tool so a track of it can be maintained. Finally upon resolutionthe user can close the issue or we can do it as per his approval.
Regards,
Sadhu kishore
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