Glossary · Support and helpdesk
What is a ticketing system?
In short
A ticketing system turns every customer request, whether it came by email, chat or a form, into a ticket: a record with a reference number, an owner, a status and a priority, kept until the problem is solved. It’s the core of a helpdesk.
Reviewed 9 November 2026. How it works in Axonave: Helpdesk.
The life of a ticket
A ticket opens when the request arrives. Someone, or a rule, assigns it to a person or a team. While they work on it the status says where it stands, and when they need something from the customer it waits. Once the problem is solved the ticket is resolved, and after a while it closes.
Around that simple life sit the tools that keep a busy team honest: categories so tickets reach the right people, SLA targets so nothing waits too long, saved replies and automations for the routine work, and reports that show where the time goes.
- One reference per request, so everyone talks about the same thing
- One owner at a time, so nothing falls between two people
- A status and a deadline, so the queue shows what’s late
How it works in Axonave
Tickets from every channel, assigned before anyone sorts them.
Axonave raises tickets from your own mailboxes, chat, WhatsApp, the support form and the customer portal, and matches the person to their contact or lead. Rules by category, priority, source and team assign them, SLA policies time them, and macros and automations take care of the routine.
- Your own categories, with subcategories
- Merge, split and link tickets; followers, CC and @mentions
- Time tracking with a running timer and billable rates
Teras Home’s tickets, from WhatsApp, email and the web form, with status, priority and SLA.
Ticketing system: common questions
Is a ticketing system the same as a helpdesk?
Nearly. The ticketing system is the core: the tickets, their owners and their statuses. A helpdesk usually adds the rest around it, such as SLAs, a knowledge base, a customer portal and reports.
Can customers follow their own tickets?
In Axonave, yes. Customers sign in to the portal with a one-time link sent by email, no password, to see their tickets and reply.
Can a chat become a ticket?
Yes. Tickets can come from chat and WhatsApp as well as email, and a customer who leaves a message when nobody’s available gets a ticket too.
See it working with your own customers.
We reply within one business day by email or WhatsApp.