Help Desk Software Ticketing Systems 3

Question 1

What is the purpose of canned responses in a ticketing system?

Accepted Answer

To provide pre-written replies agents can quickly send for common issues

Answer

To block spam tickets

Answer

To automate ticket closure

Answer

To generate billing invoices

Question 2

Which feature lets help desk software automatically assign incoming tickets based on rules?

Accepted Answer

Auto-assignment or routing rules

Answer

Ticket tagging

Answer

SLA breach alerts

Answer

Customer satisfaction surveys

Question 3

What does 'ticket aging' refer to in help desk reporting?

Accepted Answer

Tracking how long open tickets have been unresolved

Answer

The process of archiving old tickets

Answer

Deleting tickets after a set period

Answer

Scoring ticket complexity over time

Question 4

What is a linked ticket used for?

Accepted Answer

Connecting related but separate issues so agents can reference them together

Answer

Merging two tickets into one

Answer

Assigning tickets to multiple agents simultaneously

Answer

Flagging tickets for billing

Question 5

Which type of ticket automation sends a notification when a ticket has had no activity for a defined period?

Accepted Answer

Inactivity reminder or stale ticket alert

Answer

SLA escalation

Answer

Auto-close rule

Answer

Channel routing rule

Question 6

What is the difference between ticket resolution and ticket closure?

Accepted Answer

Resolution means the issue is fixed; closure means the ticket is officially marked complete after confirmation

Answer

They are identical terms with no distinction

Answer

Closure happens before resolution

Answer

Resolution applies only to hardware issues