When it comes to customer support, the entire process is built on a simple idea: when someone communicates a problem, the representative dealing with the case uses their dashboard to review, work, resolve, and close a ticket. This ticket then remains open until the issue is closed, along the way acting as a repository for information about that particular request or problem. 

From the point of view of the people here at Attivio, a ticket is just a repository of information that, when combined with existing information repositories, adds to the understanding of the customer relationship.