ITSM Glossary of Terms

Visit the ITSM glossary for the definition, history, and uses of key industry terms, including standard operating procedures (SOP), risk management, and more.

Posts about Smart Tickets:

Smart Tickets

Jul 30, 2022 1:08:48 AM

What are Smart Tickets? 

Smart tickets are digital tickets that are used to manage the processes of IT service management. They are a form of digital ticketing, and they can be used by service providers to manage their customers' requests and provide better service to them. 

The “smart” part refers to the fact that these tickets use automation to speed up the resolution process. Automation can create rules and trigger workflows to route tickets or send instructions to techs. Smart tickets are built on the principle of "one touch," or the idea that a single point of contact can solve all problems with one interaction.