---
title: What exactly is a ticket?
description: "In **ResolvePro**, tickets are used to track customer inquiries. When a customer first contacts you (via email or another channel), a new ticket is automatically created. All follow-up messages between you and the customer are added to that ticket until…"
url: "https://node24.nl/resolvepro-docs/what-exactly-is-a-ticket/"
updated: "2025-06-13"
category: ResolvePro Glossary / Introduction
---

# What exactly is a ticket?

In **ResolvePro**, tickets are used to track customer inquiries. When a customer first contacts you (via email or another channel), a new ticket is automatically created. All follow-up messages between you and the customer are added to that ticket until the issue is resolved, the customer is satisfied, and the ticket is closed.

In simple terms, a ticket is a message thread between you and a customer about a single request or problem.

### **Ticket Thread View**

A ticket consists of the entire conversation between a customer and an agent.

💡 **Tip:**
You’re doing great if you:

1. Respond to tickets quickly
2. Resolve and close them efficiently

👀 Keep an eye on your dashboard to track your performance.

### **Ticket Settings**

Tickets also include metadata to help organize and manage them. For example, each ticket has:

- A customer (and optionally, an assigned agent)
- A status (open, closed, or scheduled for later)
- Group assignments
- Priority levels (high, low, etc.)

For simplicity, we refer to this metadata as **ticket settings**. These can be adjusted at any time. Below are the two most important settings:

**Owner (optional)**
The agent currently responsible for handling the ticket.

**State**
Indicates whether the ticket is still awaiting a response (**open**) or has been resolved (**closed**).