A support ticket is a mechanism used by brands to document the interaction between customers and their support representatives. It's often created when a customer submits a query or an issue that needs to be resolved, with the goal of centralizing all support tickets in one place for easier collaboration among teams. A modern support ticket system focuses on requests that require time for business teams to resolve, providing features like auto-generated emails, ticket tracking, and team collaboration tools. This approach aims to streamline the process, help customers find answers themselves, enable better collaboration between teams, and enhance customer satisfaction by providing a personalized experience with real-time updates and self-serve opportunities. In the future, support ticket systems may integrate internal and external teams, automate workflows, and become even more contextual to each customer's needs.