Glossary
Service ticket
A service ticket is the record of a request: someone reports a fault, a need or a complaint, and it is logged with its date, its source and its status. It is the entry point of the operation, before deciding who resolves it and when.
The difference from a work order is one of function: the ticket records the request, the order assigns the execution. One ticket can generate several orders — a diagnosis and then a repair — and many orders exist without a ticket, because a maintenance plan generates them.
Confusing the two has a concrete cost: if the ticket is closed when the technician is dispatched, the indicators measure the speed of the help desk and not that of the service. The customer, by contrast, measures from the moment they called until their problem was resolved.
Where GoDoWorks handles this:GDW Services