Tickets
- Tickets are processed by exactly one person. The agent blocks the ticket by accepting it. The assignment to an agent is always unambiguous. This also applies to multi-stage workflows: Here, each workflow step technically represents a ticket, is clearly addressed and has exactly one editor.
- Tickets are urgent. They require completion within a given time. Because tickets are usually offered to teams (groups), the chance of completion on time is much higher than if the tickets were addressed directly to individual users.