# Ticketing Platform

The ticketing platform is Pier's official **system for recording, organizing, and tracking all customer requests** (questions, bugs, improvements, or support demands). Each request becomes a **ticket**, which can be followed by both the customer and the internal team.

**Main Objective:** To organize customer service in a structured way, ensuring that **all demands are recorded, prioritized, and answered within defined timeframes (SLA)**.

***

### 1. Why the platform exists 

The platform was created to:

* Centralize all customer requests
* Record support history
* Monitor service deadlines (SLA)
* Prioritize demands based on criticality
* Track the status of each issue or question 

In other words, it serves as the company's official support channel.

***

### 2. How it works in practice 

When a customer has a need, they:

1. **Open a ticket on the platform**.
2. The ticket is assigned a **request type**, for example:
   * Question
   * Issue/Problem
   * Improvement / New Feature
3. The system defines:
   * **Priority**
   * **Response SLA**
   * **Assigned Agent**
4. The team responds and follows up until the ticket is **resolved or closed**.