Help Desk Software Ticketing Systems 2

Question 1

Which ticketing feature allows customers to monitor their own ticket progress without contacting an agent?

Accepted Answer

Self-service portal

Answer

Auto-escalation

Answer

Canned responses

Answer

Ticket tagging

Question 2

What is the purpose of ticket prioritization in help desk software?

Accepted Answer

To ensure critical issues are addressed before lower-impact ones

Answer

To assign tickets alphabetically

Answer

To bill customers based on urgency

Answer

To sort tickets by agent availability

Question 3

What does 'first response time' measure in a ticketing system?

Accepted Answer

Time from ticket creation to the first agent reply

Answer

Time to fully resolve the issue

Answer

Time before a ticket is escalated

Answer

Time spent on hold by the customer

Question 4

Which ticket field captures the method through which a customer submitted their issue?

Accepted Answer

Channel

Answer

Priority

Answer

Status

Answer

Resolution code

Question 5

What is a ticket queue in help desk software?

Accepted Answer

A sorted collection of tickets awaiting action by a team or agent

Answer

A list of knowledge base articles

Answer

A backup of closed tickets

Answer

A report of agent performance

Question 6

What happens to a ticket when it breaches its SLA deadline in most help desk tools?

Accepted Answer

It is flagged or escalated to alert supervisors

Answer

It is automatically closed

Answer

It is deleted from the queue

Answer

It is reassigned to the customer