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The term “support ticket” describes the interaction between a customer and a service representative.

So to help explain what a support representative actually does, let’s start with the basics. Good support can greatly improve customer satisfaction and is crucial in maintaining brand loyalty. People tend to underestimate the importance of providing quick and effective responses to the issues your customers might have.Īccording to the Customer Experience Trends report, companies are managing more customer data than ever before - and much of that comes in the form of support tickets and conversations. Customer support can often be overlooked as an essential part of an organization.