I know the term “ticket” makes a lot of sense for Freshdesk. We are using it as a travel agency and for us a “ticket” is a flight ticket…. in our team communication it can be confusing sometimes. Therefore, it would be nice if we could rename the term “ticket” in our settings and call is “file” or “case” or similar.
New Idea
Rename the term "ticket"
Hi Marcel,
Ticket is an ITIL term described as a work request. Ticket encompasses both Incidents and Service Requests. It might be worth exploring a business process decision to rename ticket to “travel ticket” or something like that, in order to avoid the confusion.
Kindest Regards,
Marc
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