We don’t like the term "ticket" here at Kayako. It conjures up bad images of the 1990s IT services industry, where tickets meant customers were siloed and communication was full of friction. There was no big picture thinking about customers’ needs.
Instead, we use the term "cases."
Cases show the customer’s full history and allow you to provide much more personalized service. Your customers don’t see themselves as numbers and tickets – neither should you.