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Plain Ticket is a remotely hosted, web-based issue tracking system, also called a help desk system. Plain Ticket allows any department in a company to answer customer requests and to track these requests until they are resolved. == Characteristics == Plain Ticket is computer software: * also called a web application, that works in a web browser. * a Software as a service, where all data is stored and kept on many remote servers. It thus corresponds to the definition of a cloud-based service,〔Cloud Computing: Web-Based Applications That Change the Way You Work, Michael Miller, Que Publishing, 2009, Chapter 1〕 or a cloud computing application * that allows a team, and its agents, to resolve internal and external issues, by storing and classifying all interventions leading to the resolution of a problem,〔A Guide to Computer User Support for Help Desk and Support Specialists - Fred Beisse, Course Technology Editions, 4th edition, 2009, pp.197-200〕 or an issue, in a 'ticket.' A 'ticket' is composed of the description of the problem and of all the interventions leading to its resolution. * that allows its agents, within a resolution team, to regroup and classify requests and issues in categories〔(- Plain Ticket website - Custom categories )〕 they define themselves. * that allows agents, to assign or transfer a ticket to another member of the resolution team. Agents can, thus, partially solve a request before transferring it, or directly transfer it when another member of the team is in a better position to solve the issue.〔A Guide to Computer User Support for Help Desk and Support Specialists - op.cit., pp.204-206〕 * that keeps track of all the history and all interventions leading to the resolution of an issue.〔Creating a customer-focused help desk: how to win and keep your customers, Andrew Hiles, Yvonne Gunn, Rothstein Associates Ltd, 2000, pp.34-35〕 * that is integrated with email, which allows the sending of notifications upon new interventions, and also the creation of new tickets, when an email is sent directly to an email address corresponding to a certain issue category. * that allows user-defined ticket statuses, to match the end-user business cycle. * that allows to add and manage custom fields. Those will be added to all tickets, on top of the default fields. * where one can add attached files〔(- Plain Ticket website - Attachments )〕 to tickets, to detail a request. * where one can prioritize〔(- Plain Ticket website - Prioritization )〕 requests, according to their relative importance. * where one can classify requests according to their planned resolution dates. * that is fully searchable, where all tickets and their messages are indexed by keywords.〔A Guide to Service Desk Concepts, Donna Knapp, Course Technology Editions, 2010, pp. 189-230〕 * that allows to create a knowledge base, with all tickets and their keywords.〔The Complete Help Desk Guide, Mary Lenz, Flatiron Publishing, 1996, pp.64-65〕 * that allows to sort tickets by categories, by user name, by priority, or by status. * where user access is defined according to roles.〔(- Plain Ticket website - Types of users )〕 * that is secured, where all data access is done by https protocol, and thus, encrypted. * that is built for desktop as well as mobile platforms (smartphones, tablets). This effect is achieved through responsive web design. 抄文引用元・出典: フリー百科事典『 ウィキペディア（Wikipedia）』 ■ウィキペディアで「Plain Ticket」の詳細全文を読む スポンサード リンク
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