IT Ticketing Glossary: Essential Terms
This IT ticketing glossary explains the most important terms used in helpdesk and ITSM environments. It helps new agents, managers, and stakeholders understand key concepts behind modern support operations.
Core Ticketing Terms
- Ticket: A recorded support request with a unique ID
- Incident: An unplanned interruption to a service
- Service Request: A user request for information or access
- Change: A planned modification to infrastructure or services
- SLA (Service Level Agreement): A defined response and resolution target
- FCR (First Contact Resolution): Solving an issue in the first interaction
- MTTR (Mean Time to Resolution): Average time to resolve tickets
- Queue: A list of pending tickets awaiting action
- Escalation: Moving a ticket to a higher support level
- Knowledge Base: Centralized articles and guides used to resolve issues
Advanced Concepts
- Automation Rules: Logic that routes or updates tickets automatically
- Omnichannel Support: Unified experience across multiple channels
- Ticket Deflection: Preventing tickets through self-service
- Ticket Aging: How long a ticket has been open
- Backlog: Unresolved tickets accumulated over time
How to Use This Glossary
Teams can use this glossary for onboarding, documentation, and process design. Standardizing terminology reduces confusion and speeds up collaboration.
Learn More About ITSM
ITSM concepts are covered in more detail on Wikipedia.
How TicketingNext Supports IT Teams
TicketingNext is built around these concepts with automation, knowledge integration, and clear SLAs. See TicketingNext features or explore use cases.
Need to standardize your terminology? Contact our team.