# Ticketing Process

Published 2024-09-05

> Use the Ticketing feature to track issues related to the erxes experience. A ticket is a work request created in response to a situation that requires further investigation. Examples of ticket scenarios: Issues experienc

Use the Ticketing feature to track issues related to the erxes experience.

A ticket is a work request created in response to a situation that requires further investigation.

Examples of ticket scenarios:

-   Issues experienced during the use of the erxes platform.
-   Investigating a bug reported by a customer during their use of the erxes platform. 
-   Requesting for a new feature or enhancement to the erxes platform.

When an issue or bug has been reported, you can create a ticket and assign it to another user. The **tech support** person assigned to the ticket investigates and resolves the issue.

The **customer success** person is responsible for ensuring that the customer is satisfied and confirming that the issue has been resolved.

During this time, the **customer success** person responsible for that customer or ticket can change the status of the ticket, such as from "New" to "Open" to "In Progress" to "Closed." NOT the **technical support** person.