What is a CRM Ticket System? | How It Works and Benefits Explained

For customer service departments, call centers, and sales teams, the ability to handle customer requests quickly and accurately is crucial. The CRM Ticket system has emerged as an effective solution to help businesses systematically track, manage, and resolve customer issues, optimizing time and resources extremely efficiently.
At Aegona, we offer an advanced CRM Ticket system ensuring enhanced operational efficiency and customer satisfaction. Let’s explore the benefits that ticket management functionality can bring to your business in the following article!
1. What is a CRM Ticket system?
A “Ticket” (or support request/ticket) is a record of detailed information about an issue or request that a customer needs the business to address. In a CRM (Customer Relationship Management) system, ticket management is the process of organizing, tracking, and handling these support requests from customers to improve service efficiency and customer satisfaction.
CRM Ticket system involves the following key tasks:
- Creating and Categorizing Tickets: Identifying the priority level of each request to ensure timely processing.
- Managing Ticket Status: Tracking the progress from creation, assignment, pending action to completion.
- Assigning Tickets and Managing Staff: Ensuring each ticket is assigned to the appropriate staff member and managing their performance.
- Storing Ticket Information and Attachments: Providing detailed information and related documents to resolve issues.
- Updating Ticket Progress: Continuously updating the status of each request to track and report on processing efficiency.
Businesses can use CRM systems to manage tickets or stick with traditional tools like Excel; however, CRM offers more benefits with automation and better integration. To understand the difference, continue reading the next section.

2. Advantages of Managing Customer Relationship with CRM Ticket system vs. Manual Methods
As more businesses face a high volume of customer support requests through various channels, managing tickets becomes a significant challenge. When customers submit requests via support forms on websites, emails, or Facebook pages, customer service staff must be online continuously to create tickets, check each email, and review each comment. This manual approach not only consumes a lot of time and effort but also risks missing important requests, negatively impacting customer satisfaction.
This is why the automated ticket creation feature in the CRM Ticket system becomes an optimal solution for streamlining customer service processes. Instead of spending hours creating and distributing tickets for each request, the CRM system automates the entire process. Each request from email, website support forms, and Facebook is automatically recognized, ticketed, and routed to the appropriate staff member immediately. This not only saves time but also ensures that all information is recorded accurately and promptly.
Automation helps free up staff from repetitive tasks, allowing them to focus on resolving assigned tickets. This not only boosts productivity but also shortens response times, leading to greater customer satisfaction and a sense of being well-cared for. When customers receive quick and accurate support, businesses earn their trust and loyalty, which translates into sustainable growth and higher profits.
Thus, the ticket management feature in CRM is not just an effective management tool but also an essential part of modern customer service strategies. It effectively addresses performance and cost issues while helping businesses enhance customer satisfaction and achieve long-term success in a competitive environment.
>> Related topic: Sales Technology Trends 2024: Integrating AI into CRM software

3. Aegona – CRM Software Provider Offering Source Code Delivery
Aegona is a company specializing in providing custom CRM software solutions for businesses, helping to optimize customer relationship management processes. Aegona’s CRM software includes ticket management, automated Email Marketing campaign management, and more, enabling businesses to easily track and resolve customer issues, improving business efficiency and service quality.
With experience and expertise in developing software solutions, Aegona is committed to providing businesses with a modern, user-friendly, and effective CRM system.
In addition to CRM system developing, Aegona also supports businesses in implementing ERP software with CRM functionality, inventory management, sales, and accounting starting from 25,000,000 VND (Source code delivery). Contact us quickly via Hotline/ Whatsapp for the fastest consultation: (+84) 914 518 869 or leave a request for CRM software here.
>> Read more: CUSTOMER MANAGEMENT SOLUTION FOR AGENCY
AEGONA LTD - IT SERVICE & SOFTWARE DEVELOPMENT
Email: [email protected]
Phone: Office: (+84) 28 7109 2939. Hotline: (+84) 91 451 8869 | (+84) 83 940 5469
WhatsApp: (+84) 91 451 8869
Website: www.aegona.com, www.aegona.vn
Address: Orbital Building (QTSC Building 9), Quang Trung Software City, District 12, Ho Chi Minh City, Vietnam.
related post

the trends, AEGONA highlights 5 IT outsourcing trends expected to accelerate by the end of 2025 — and based on those, suggests four updated business strategies to help Vietnamese firms stay ahead of the game.

Alongside other big names riding the AI wave, Copilot AI is gaining increasing attention. It’s becoming an indispensable assistant for businesses aiming to accelerate workflows, minimize errors, and optimize operations. So, what exactly is Copilot AI? How does it work, and what benefits does it bring? Let’s explore the full picture below.

RAG LLM Solution (Retrieval-Augmented Generation) seamlessly combines data retrieval with large language models (LLMs) to enable AI systems to deliver accurate, rapid responses, creating optimal user experiences. Aegona proudly stands as a leading software development company specializing in RAG LLM solutions that empower businesses to maximize the potential of AI for sustainable growth.

In the rapidly evolving global business landscape, the integration of Enterprise Resource Planning (ERP) software has become essential for streamlining operations, improving productivity, and supporting digital transformation. Enterprise Resource Planning (ERP) software connects core business processes, including HR, finance, sales, supply chain, and customer service, into a unified system that delivers real-time insights and operational efficiency.

AI Assistant is a powerful tool designed to help businesses automate IT processes, enhance operational efficiency, and improve customer experiences. For small and medium-sized enterprises (SMEs), adopting AI not only helps reduce costs but also creates a significant competitive advantage.

Businesses, regardless of whether they operate in the tech industry, are increasingly turning to IT outsourcing to reduce operational costs and improve efficiency. However, many are still unsure whether to go with an IT outsourcing service or hire a freelancer. Which is the best choice for your business? Let’s explore the answer with Aegona in the article below!

Umbraco CMS (.NET) is one of the most optimized content management platforms compared to other popular CMS platforms on the market today. However, in Vietnam, Umbraco is still relatively underutilized and not commonly chosen for CMS web development.

Inventory management effectively is essential for the success of supermarkets and grocery stores. This guide outlines how InvenTree inventory software streamlines each stage of the process, from warehouse intake to analytics and reporting.

Implementing Odoo ERP brings numerous benefits to business operations by optimizing processes and increasing efficiency. However, an incomplete implementation plan can lead to costly mistakes and delays.

Among them, health app design is becoming a promising startup trend. Applications like Google Fit, Samsung Health, and Doctor Anywhere have attracted millions of users thanks to their comprehensive support, convenience, and personalized experiences. So why should businesses invest in health app design starting today? Let’s explore some standout benefits with AEGONA.

Optimizing inventory management processes is a key factor in helping businesses improve operational efficiency and minimize costs. Inventree inventory management software is an all-in-one solution trusted by many businesses. This software offers practical benefits, making inventory management easier and more efficient. Let’s explore the standout advantages of Inventree with AEGONA in the article below.

Debt management software is a modern solution that enables businesses to efficiently manage and process outstanding debts. Aegona pioneers in implementing, integrating, and customizing professional and effective debt management software. With features such as automated reminders, payment tracking, and detailed reporting, this software helps businesses enhance financial control and minimize bad debt risks.

In the rapidly evolving financial market, the adoption of technology to optimize financial management processes is crucial for businesses to maintain competitiveness. AEGONA has partnered with Stampede Malaysia to implement Volare®, a comprehensive financial management system designed to optimize debt collection and accounts receivable processes for businesses.

In 2025, the e-commerce platform Shopee is increasing its service fees, posing significant challenges for sellers. How can businesses adapt and optimize their operations under these new conditions? Many shop owners are turning to Aegona’s inventory management software as an effective solution to streamline stock control, enhance operations, and automate sales processes.
