Whenever a customer encounters any problem related to telecast, hardware, billing etc., the customer reports the problem to the Customer Service Representative (CSR). The CSR in turn book a complaint on behalf of the customer and assigns the complaint to the right individual who can handle it. The complaint booked by the CSR is called as a service request or ticket.
Depending on the significance of the problem, a ticket can be of different categories like, Installation problem or, Billing Problem, or Hardware related problem etc. Whenever a customer books a complaint, a unique number is generated for each ticket. This number is known as Ticket Number and used for tracking the ticket status.