Help Desk Software Ticketing Systems 2 — Questions and Answers
Question 1: Which ticketing feature allows customers to monitor their own ticket progress without contacting an agent?
- Auto-escalation
- Self-service portal (Correct answer)
- Canned responses
- Ticket tagging
Correct answer: Self-service portal
A self-service portal lets customers log in and check the current status and history of their submitted tickets.
Question 2: What is the purpose of ticket prioritization in help desk software?
- To assign tickets alphabetically
- To ensure critical issues are addressed before lower-impact ones (Correct answer)
- To bill customers based on urgency
- To sort tickets by agent availability
Correct answer: To ensure critical issues are addressed before lower-impact ones
Prioritization ensures that high-impact or urgent issues receive attention before routine requests.
Question 3: What does 'first response time' measure in a ticketing system?
- Time from ticket creation to the first agent reply (Correct answer)
- Time to fully resolve the issue
- Time before a ticket is escalated
- Time spent on hold by the customer
Correct answer: Time from ticket creation to the first agent reply
First response time tracks how quickly an agent acknowledges and responds to a newly submitted ticket.
Question 4: Which ticket field captures the method through which a customer submitted their issue?
- Priority
- Channel (Correct answer)
- Status
- Resolution code
Correct answer: Channel
The channel field records whether the ticket came in via email, phone, chat, web form, or another method.
Question 5: What is a ticket queue in help desk software?
- A list of knowledge base articles
- A sorted collection of tickets awaiting action by a team or agent (Correct answer)
- A backup of closed tickets
- A report of agent performance
Correct answer: A sorted collection of tickets awaiting action by a team or agent
A ticket queue is a filtered list of open or pending tickets assigned to a specific team, group, or agent for action.
Question 6: What happens to a ticket when it breaches its SLA deadline in most help desk tools?
- It is automatically closed
- It is flagged or escalated to alert supervisors (Correct answer)
- It is deleted from the queue
- It is reassigned to the customer
Correct answer: It is flagged or escalated to alert supervisors
Most systems flag or escalate SLA-breached tickets automatically so supervisors can intervene before further delay.
Help Desk Software Ticketing Systems 2
Which ticketing feature allows customers to monitor their own ticket progress without contacting an agent?