Recruiter's Glossary

Examples: Queue Management • Freshdesk • After-Call Work (ACW)

Ticket Resolution

Term from Customer Service industry explained for recruiters

Ticket Resolution refers to the process of solving customer issues, questions, or problems that come through a company's support system. When customers contact a company, their requests are turned into 'tickets' - like digital paperwork that helps track and manage these issues. This system helps keep track of who's handling what, how long issues take to solve, and makes sure no customer request gets lost. Companies often measure how well their customer service team is doing by looking at how quickly and effectively they resolve these tickets. You might also see this called 'case resolution,' 'issue resolution,' or 'support ticket management.'

Examples in Resumes

Maintained 95% customer satisfaction rate while handling 200+ ticket resolutions monthly

Achieved average ticket resolution time of under 4 hours

Led team training initiatives resulting in 30% faster ticket resolution rates

Expert in support ticket management and case resolution

Typical job title: "Customer Service Representatives"

Also try searching for:

Customer Support Agent Help Desk Representative Technical Support Specialist Customer Service Specialist Support Ticket Coordinator Customer Care Representative Client Support Agent

Where to Find Customer Service Representatives

Online Communities

Professional Networks

Industry Resources

Example Interview Questions

Senior Level Questions

Q: How would you handle training a team to improve their ticket resolution times?

Expected Answer: A strong answer should include creating standardized processes, implementing best practices, regular performance monitoring, and developing training materials based on common customer issues.

Q: Describe a situation where you improved a ticket resolution process and what were the results?

Expected Answer: Look for answers that demonstrate leadership, problem-solving, and measurable improvements in metrics like resolution time or customer satisfaction scores.

Mid Level Questions

Q: How do you prioritize multiple urgent support tickets?

Expected Answer: Should explain their system for assessing ticket urgency, managing customer expectations, and balancing multiple priorities while maintaining quality of service.

Q: What strategies do you use to maintain high customer satisfaction while resolving tickets quickly?

Expected Answer: Should discuss balance between speed and quality, communication methods, and use of templates or standard responses while maintaining a personal touch.

Junior Level Questions

Q: What information do you gather when first receiving a customer ticket?

Expected Answer: Should mention basic customer details, nature of the problem, any relevant account information, and previous interaction history.

Q: How do you handle an angry customer while working on their ticket?

Expected Answer: Should demonstrate basic de-escalation techniques, staying professional, and focusing on finding solutions rather than engaging in confrontation.