Ticket is a system which organizes requests of users and collects all requests that have been sent through the Email or Ticket form and then save them on a database and share between respective experts to be responded by an expert which has the most awareness about that request. In the meantime experts can forward received requests or tickets to each other or consult with each other by using private message and then send response to the user.
One of the most important benefits of this system is that it works as an Email sender or receiver (SMTP/POP3) and experts will not need to use POP3 programs (like Outlook) any more.
Users can also view their respond in their Mailbox or by login to online support system view, following and response to them through web.
The other benefit of Ticket system can be mentioned as supervision on way of expert's responses.
One of the firm manager's concerns is about supervision and the way of expert's responding to users. Managers are able to manage and view cycle of respond which is traversed between different users and experts easily or manage and view latency duration of unanswered tickets by observing presence tickets.
When an administrator or one of members sends ticket through the panel, his ticket is saved on panel and as well as sent to the corresponding person.
A member can send question from ticket system for a group or even a particular expert and receive reply in the next time.