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A ticketing system is a customer service tool that receives and gathers all service requests made through all the company's channels, allowing the organization to manage its customers' requests quickly, using a single interface, without losing any ticket or delay in responding to a ticket.

Among the main functions of a ticket opening system are:
Call opening system, ticket system, help desk system or just ticket system. All these terms can be used to define the same tool.
organize the tickets that arrive through the communication channels,
prioritization of more urgent demands so that they are met first,
follow the problem resolution step from start to finish, ensuring that the customer received the solution to their demands,
tracking the results of each service, contributing to the continuous improvement of the area and identifying dissatisfied customers.