Automated Ticketing

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know? Conversion rates from AI recommendations in ticketing can increase by ~32%.‍

1. What is automated ticketing?

Automated ticketing is the process of creating, assigning, and managing support or issue tickets using rule-based logic or AI, without manual intervention. It helps streamline customer service, IT helpdesks, and operations by routing tickets based on priority, topic, or customer profile. Convin, for example, can auto-tag and escalate support issues based on voice call analysis.

2. What is AI ticketing?

AI ticketing uses artificial intelligence to analyze customer queries (calls, chats, emails), auto-generate tickets, classify intent, assign urgency, and suggest resolutions. AI can reduce resolution time by predicting ticket categories and automating repetitive responses. When integrated with QA systems like Convin, it can even trigger tickets from detected compliance issues or negative sentiment.

3. Is a CRM a ticketing system?

A CRM is not inherently a ticketing system, but many CRMs (like Salesforce, Zoho, or HubSpot) include built-in or integrated ticketing modules. CRMs focus on customer data and relationship management, while ticketing systems are used for issue tracking and support workflows. Some businesses connect CRM and ticketing to create a unified view of customer interactions.