Service management - Record
Ticket
A tracked record of a support issue, request or piece of work
What's it for?
Keeps a support problem or request visible, owned and traceable until it is completed.
For example…
A broken laptop is logged and assigned to desktop support
A support ticket records that Jane cannot access payroll, who owns the issue, what has been tried and whether the response target is being met
Think of it like…
Cloakroom tag: the item (issue) is logged, tracked, and handed back with a trail of who touched it