{"id":74924,"date":"2024-06-20T12:56:08","date_gmt":"2024-06-20T10:56:08","guid":{"rendered":"https:\/\/aton.com\/gestione-ticket-retail\/"},"modified":"2025-08-14T15:15:56","modified_gmt":"2025-08-14T13:15:56","slug":"ticket-management-retail","status":"publish","type":"post","link":"https:\/\/aton.com\/en\/ticket-management-retail\/","title":{"rendered":"Ticket management in retail"},"content":{"rendered":"<h2><strong>The ticketing system for handling in-store issues<\/strong><\/h2>\n<p>After my last article, where I explored the topic of tasks \u2014 namely, <a href=\"https:\/\/aton.com\/en\/retail-task-management\/\" target=\"_blank\" rel=\"noopener\">managing planned activities scheduled in advance<\/a> \u2014 I\u2019d now like to delve into another key theme in the retail world: <strong>ticket<\/strong> <strong>management<\/strong>. Tickets typically arise from <strong>unexpected events that can have a significant impact on sales<\/strong>.<\/p>\n<p>The concept of a ticket encompasses several variables \u2014 from its categorisation based on priority and severity, to the operation or technology affected, and the head office staff or external supplier that needs to be involved.<\/p>\n<p>A <strong>ticketing system<\/strong> must therefore take all these aspects into account to ensure an <strong>efficient and streamlined process workflow<\/strong>. It\u2019s also important to consider that store staff are often on the move \u2014 raising tickets while working on the shop floor \u2014 whereas those handling the tickets are typically based at fixed workstations.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-72514 aligncenter\" src=\"https:\/\/aton.com\/wp-content\/uploads\/2024\/06\/Ticket_cliente.png\" alt=\"Gestione dei ticket - Aton\" width=\"1920\" height=\"1074\" srcset=\"https:\/\/aton.com\/wp-content\/uploads\/2024\/06\/Ticket_cliente.png 1920w, https:\/\/aton.com\/wp-content\/uploads\/2024\/06\/Ticket_cliente-1536x859.png 1536w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/p>\n<h2><strong>Ticket management: the essentials<\/strong><\/h2>\n<p>These are the <strong>key elements<\/strong> we\u2019ve introduced to make our <strong>ticketing system<\/strong> more effective:<\/p>\n<ul>\n<li><strong>Categorisation<\/strong> of tickets by type and priority.<\/li>\n<li>Assignment of a <strong>deadline<\/strong> by which the ticket must be resolved.<\/li>\n<li><strong>Head office console<\/strong> displaying all open tickets, including deadlines and priorities, to support supplier follow-ups. As each ticket includes information on the actions taken to resolve it, this data can also be used to assist in closing similar future tickets.<\/li>\n<li><strong>Console for suppliers and store staff<\/strong>, who can only view and edit the tickets assigned to them.<\/li>\n<li><strong>Workflow management<\/strong>: depending on the ticket type, an email is automatically sent to head office or the relevant supplier, who can then update the ticket from their own console \u2014 adding comments, changing its status and keeping it up to date.<\/li>\n<li><strong>Dynamic attributes<\/strong>: we\u2019ve found that ticket processing is often delayed due to missing information at the time of creation. Mapping the required fields and customising them based on the type of request ensures that tickets contain all necessary details and can be actioned immediately without further steps.<\/li>\n<li><strong>Mobile app for opening tickets on the move<\/strong>, guided by the dynamic attribute prompts.<\/li>\n<\/ul>\n<p><strong><div class=\"custom_button\"><a href=\"https:\/\/aton.com\/en\/oneretail\/\" class=\"dropbtn mx-auto _slim\" title=\"FIND OUT .ONE RETAIL\" target=\"\" ><div class=\"dropbtn_content\">FIND OUT .ONE RETAIL<\/div><div class=\"dropbtn_drop\"><i class=\"sn_sprite _button_drop \"><svg viewBox=\"0 0 147 64\"><use xlink:href=\"\/wp-content\/themes\/aton\/assets\/images\/icons.svg#button-drop\" \/><\/svg><\/i><\/div><div class=\"dropbtn_spacer\"><\/div><\/a><\/div><\/strong><\/p>\n<h2><strong>How retailers benefit from ticket management<\/strong><\/h2>\n<p>So far, we\u2019ve focused on tickets related to <strong>technology issues<\/strong> \u2014 but that\u2019s not the only use case. In fact, by leveraging all their components, tickets can also be<strong> applied to other areas<\/strong> such as:<\/p>\n<ul>\n<li>managing <strong>claims<\/strong> related to non-conformities<\/li>\n<li>direct <strong>communication<\/strong> with the relevant internal office<\/li>\n<li>raising requests to <strong>maintenance<\/strong> <strong>providers<\/strong> for interventions on faulty hardware<\/li>\n<li>handling customer <strong>complaints<\/strong>, and more<\/li>\n<\/ul>\n<p>At Aton, we recognise that ticket management is a process as complex as it is essential to the business. That\u2019s why we continuously evolve our ticketing solution, with the aim of <strong>making our customers\u2019 operations even more seamless<\/strong>. Among the latest developments, we\u2019ve decided to introduce <a href=\"https:\/\/aton.com\/en\/artificial-intelligence-retail-transformation\/\" target=\"_blank\" rel=\"noopener\"><strong>Artificial Intelligence<\/strong><\/a> to:<\/p>\n<ul>\n<li>Analyse ticket history to speed up the resolution of recurring cases and identify critical situations<\/li>\n<li>Introduce <a href=\"https:\/\/aton.com\/en\/ai-aton-7-use-cases\/\" target=\"_blank\" rel=\"noopener\">chatbots in stores<\/a> for <a href=\"https:\/\/en.wikipedia.org\/wiki\/Troubleshooting\" target=\"_blank\" rel=\"noopener\"><em>troubleshooting<\/em><\/a> and <em>How-To<\/em> queries<\/li>\n<li>Qualify tickets and assign them to the appropriate person<\/li>\n<li>Implement AI-powered engines to automatically resolve certain types of tickets<\/li>\n<\/ul>\n<p><strong><a href=\"https:\/\/aton.com\/en\/task-manager-managing-retail-activities\/\" target=\"_blank\" rel=\"noopener\">Tasks<\/a> and tickets<\/strong> are processes which, if managed effectively through technology, can be streamlined and accelerated\u2014leading to an <strong>improvement in the quality of work for People<\/strong> and a tangible impact on customer <strong>Prosperity<\/strong>, achieved by <strong>optimising productive time<\/strong> and <strong>preventing sales disruptions<\/strong>.<\/p>\n<p>In our upcoming articles, we will continue to discuss <strong>process innovation<\/strong>\u2014so stay tuned!<\/p>\n<p>&nbsp;<\/p>\n<p><strong><div class=\"custom_button\"><a href=\"https:\/\/aton.com\/en\/contact\/\" class=\"dropbtn mx-auto _slim\" title=\"Contact us\" target=\"\" ><div class=\"dropbtn_content\">Contact us<\/div><div class=\"dropbtn_drop\"><i class=\"sn_sprite _button_drop \"><svg viewBox=\"0 0 147 64\"><use xlink:href=\"\/wp-content\/themes\/aton\/assets\/images\/icons.svg#button-drop\" \/><\/svg><\/i><\/div><div class=\"dropbtn_spacer\"><\/div><\/a><\/div><\/strong><\/p>\n<p><a href=\"https:\/\/www.linkedin.com\/company\/aton-s.p.a.\/\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-49188\" src=\"https:\/\/aton.com\/wp-content\/uploads\/2023\/05\/linkedin-1-1.png\" alt=\"linkedin-icon-img\" width=\"30\" height=\"30\" \/><\/a> <a href=\"https:\/\/www.instagram.com\/atonspasocietabenefit\/\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-49191\" src=\"https:\/\/aton.com\/wp-content\/uploads\/2023\/05\/instagram-2-1.png\" alt=\"instagram-icon-img\" width=\"30\" height=\"30\" \/><\/a> <a href=\"https:\/\/www.facebook.com\/aton.spa\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-49194\" src=\"https:\/\/aton.com\/wp-content\/uploads\/2023\/05\/facebook-1-1.png\" alt=\"facebook-icon-img\" width=\"30\" height=\"30\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The ticketing system for handling in-store issues After my last article, where I explored the topic of tasks \u2014 namely, managing planned activities scheduled in advance \u2014 I\u2019d now like to delve into another key theme in the retail world: ticket management. Tickets typically arise from unexpected events that can have a significant impact on [&hellip;]<\/p>\n","protected":false},"author":15,"featured_media":72512,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false},"class_list":["post-74924","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","keyword-retail-management-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Ticket management in retail - Aton<\/title>\n<meta name=\"description\" content=\"Ticket management is as complex as it is essential to retailers\u2019 businesses. Discover how technology can help you manage it effectively\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/aton.com\/en\/ticket-management-retail\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ticket management in retail - Aton\" \/>\n<meta property=\"og:description\" content=\"Ticket management is as complex as it is essential to retailers\u2019 businesses. Discover how technology can help you manage it effectively\" \/>\n<meta property=\"og:url\" content=\"https:\/\/aton.com\/en\/ticket-management-retail\/\" \/>\n<meta property=\"og:site_name\" content=\"Aton\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/aton.spa\/\" \/>\n<meta property=\"article:published_time\" content=\"2024-06-20T10:56:08+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-08-14T13:15:56+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/aton.com\/wp-content\/uploads\/2024\/06\/La-gestione-dei-ticket-nel-Retail-Aton.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1163\" \/>\n\t<meta property=\"og:image:height\" content=\"635\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Giulia\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Giulia\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/aton.com\/en\/ticket-management-retail\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/aton.com\/en\/ticket-management-retail\/\"},\"author\":{\"name\":\"Giulia\",\"@id\":\"https:\/\/aton.com\/#\/schema\/person\/068806d8e72fb4663f061e6cb07b6bfa\"},\"headline\":\"Ticket management in retail\",\"datePublished\":\"2024-06-20T10:56:08+00:00\",\"dateModified\":\"2025-08-14T13:15:56+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/aton.com\/en\/ticket-management-retail\/\"},\"wordCount\":595,\"publisher\":{\"@id\":\"https:\/\/aton.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/aton.com\/en\/ticket-management-retail\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/aton.com\/wp-content\/uploads\/2024\/06\/La-gestione-dei-ticket-nel-Retail-Aton.jpg\",\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/aton.com\/en\/ticket-management-retail\/\",\"url\":\"https:\/\/aton.com\/en\/ticket-management-retail\/\",\"name\":\"Ticket management in retail - Aton\",\"isPartOf\":{\"@id\":\"https:\/\/aton.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/aton.com\/en\/ticket-management-retail\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/aton.com\/en\/ticket-management-retail\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/aton.com\/wp-content\/uploads\/2024\/06\/La-gestione-dei-ticket-nel-Retail-Aton.jpg\",\"datePublished\":\"2024-06-20T10:56:08+00:00\",\"dateModified\":\"2025-08-14T13:15:56+00:00\",\"description\":\"Ticket management is as complex as it is essential to retailers\u2019 businesses. Discover how technology can help you manage it effectively\",\"breadcrumb\":{\"@id\":\"https:\/\/aton.com\/en\/ticket-management-retail\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/aton.com\/en\/ticket-management-retail\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/aton.com\/en\/ticket-management-retail\/#primaryimage\",\"url\":\"https:\/\/aton.com\/wp-content\/uploads\/2024\/06\/La-gestione-dei-ticket-nel-Retail-Aton.jpg\",\"contentUrl\":\"https:\/\/aton.com\/wp-content\/uploads\/2024\/06\/La-gestione-dei-ticket-nel-Retail-Aton.jpg\",\"width\":1163,\"height\":635,\"caption\":\"Ticket management in retail\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/aton.com\/en\/ticket-management-retail\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/aton.com\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Ticket management in retail\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/aton.com\/#website\",\"url\":\"https:\/\/aton.com\/\",\"name\":\"Aton\",\"description\":\"Accompagniamo la tua azienda verso la trasformazione digitale sostenibile\",\"publisher\":{\"@id\":\"https:\/\/aton.com\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/aton.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/aton.com\/#organization\",\"name\":\"Aton S.p.A. Societ\u00e0 Benefit\",\"url\":\"https:\/\/aton.com\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/aton.com\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/aton.com\/wp-content\/uploads\/2022\/03\/aton_logo.png\",\"contentUrl\":\"https:\/\/aton.com\/wp-content\/uploads\/2022\/03\/aton_logo.png\",\"width\":295,\"height\":171,\"caption\":\"Aton S.p.A. Societ\u00e0 Benefit\"},\"image\":{\"@id\":\"https:\/\/aton.com\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/aton.spa\/\",\"https:\/\/www.linkedin.com\/company\/aton-s.p.a.\",\"https:\/\/www.instagram.com\/atonspasocietabenefit\/\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/aton.com\/#\/schema\/person\/068806d8e72fb4663f061e6cb07b6bfa\",\"name\":\"Giulia\",\"url\":\"https:\/\/aton.com\/en\/author\/giulia-smeazzettoaton-com\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Ticket management in retail - Aton","description":"Ticket management is as complex as it is essential to retailers\u2019 businesses. Discover how technology can help you manage it effectively","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/aton.com\/en\/ticket-management-retail\/","og_locale":"en_US","og_type":"article","og_title":"Ticket management in retail - Aton","og_description":"Ticket management is as complex as it is essential to retailers\u2019 businesses. Discover how technology can help you manage it effectively","og_url":"https:\/\/aton.com\/en\/ticket-management-retail\/","og_site_name":"Aton","article_publisher":"https:\/\/www.facebook.com\/aton.spa\/","article_published_time":"2024-06-20T10:56:08+00:00","article_modified_time":"2025-08-14T13:15:56+00:00","og_image":[{"width":1163,"height":635,"url":"https:\/\/aton.com\/wp-content\/uploads\/2024\/06\/La-gestione-dei-ticket-nel-Retail-Aton.jpg","type":"image\/jpeg"}],"author":"Giulia","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Giulia","Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/aton.com\/en\/ticket-management-retail\/#article","isPartOf":{"@id":"https:\/\/aton.com\/en\/ticket-management-retail\/"},"author":{"name":"Giulia","@id":"https:\/\/aton.com\/#\/schema\/person\/068806d8e72fb4663f061e6cb07b6bfa"},"headline":"Ticket management in retail","datePublished":"2024-06-20T10:56:08+00:00","dateModified":"2025-08-14T13:15:56+00:00","mainEntityOfPage":{"@id":"https:\/\/aton.com\/en\/ticket-management-retail\/"},"wordCount":595,"publisher":{"@id":"https:\/\/aton.com\/#organization"},"image":{"@id":"https:\/\/aton.com\/en\/ticket-management-retail\/#primaryimage"},"thumbnailUrl":"https:\/\/aton.com\/wp-content\/uploads\/2024\/06\/La-gestione-dei-ticket-nel-Retail-Aton.jpg","inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/aton.com\/en\/ticket-management-retail\/","url":"https:\/\/aton.com\/en\/ticket-management-retail\/","name":"Ticket management in retail - Aton","isPartOf":{"@id":"https:\/\/aton.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/aton.com\/en\/ticket-management-retail\/#primaryimage"},"image":{"@id":"https:\/\/aton.com\/en\/ticket-management-retail\/#primaryimage"},"thumbnailUrl":"https:\/\/aton.com\/wp-content\/uploads\/2024\/06\/La-gestione-dei-ticket-nel-Retail-Aton.jpg","datePublished":"2024-06-20T10:56:08+00:00","dateModified":"2025-08-14T13:15:56+00:00","description":"Ticket management is as complex as it is essential to retailers\u2019 businesses. Discover how technology can help you manage it effectively","breadcrumb":{"@id":"https:\/\/aton.com\/en\/ticket-management-retail\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/aton.com\/en\/ticket-management-retail\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/aton.com\/en\/ticket-management-retail\/#primaryimage","url":"https:\/\/aton.com\/wp-content\/uploads\/2024\/06\/La-gestione-dei-ticket-nel-Retail-Aton.jpg","contentUrl":"https:\/\/aton.com\/wp-content\/uploads\/2024\/06\/La-gestione-dei-ticket-nel-Retail-Aton.jpg","width":1163,"height":635,"caption":"Ticket management in retail"},{"@type":"BreadcrumbList","@id":"https:\/\/aton.com\/en\/ticket-management-retail\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/aton.com\/en\/"},{"@type":"ListItem","position":2,"name":"Ticket management in retail"}]},{"@type":"WebSite","@id":"https:\/\/aton.com\/#website","url":"https:\/\/aton.com\/","name":"Aton","description":"Accompagniamo la tua azienda verso la trasformazione digitale sostenibile","publisher":{"@id":"https:\/\/aton.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/aton.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/aton.com\/#organization","name":"Aton S.p.A. Societ\u00e0 Benefit","url":"https:\/\/aton.com\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/aton.com\/#\/schema\/logo\/image\/","url":"https:\/\/aton.com\/wp-content\/uploads\/2022\/03\/aton_logo.png","contentUrl":"https:\/\/aton.com\/wp-content\/uploads\/2022\/03\/aton_logo.png","width":295,"height":171,"caption":"Aton S.p.A. Societ\u00e0 Benefit"},"image":{"@id":"https:\/\/aton.com\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/aton.spa\/","https:\/\/www.linkedin.com\/company\/aton-s.p.a.","https:\/\/www.instagram.com\/atonspasocietabenefit\/"]},{"@type":"Person","@id":"https:\/\/aton.com\/#\/schema\/person\/068806d8e72fb4663f061e6cb07b6bfa","name":"Giulia","url":"https:\/\/aton.com\/en\/author\/giulia-smeazzettoaton-com\/"}]}},"_links":{"self":[{"href":"https:\/\/aton.com\/en\/wp-json\/wp\/v2\/posts\/74924","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/aton.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/aton.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/aton.com\/en\/wp-json\/wp\/v2\/users\/15"}],"replies":[{"embeddable":true,"href":"https:\/\/aton.com\/en\/wp-json\/wp\/v2\/comments?post=74924"}],"version-history":[{"count":2,"href":"https:\/\/aton.com\/en\/wp-json\/wp\/v2\/posts\/74924\/revisions"}],"predecessor-version":[{"id":75368,"href":"https:\/\/aton.com\/en\/wp-json\/wp\/v2\/posts\/74924\/revisions\/75368"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/aton.com\/en\/wp-json\/wp\/v2\/media\/72512"}],"wp:attachment":[{"href":"https:\/\/aton.com\/en\/wp-json\/wp\/v2\/media?parent=74924"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}