Buildisa us a ticketing system that work by first creating a document, or "ticket," that records the interactions on a support or service case.
The ticket is shared between both the rep and the customer and logs their communication to one continuous thread. Both parties can refer back to the thread at any point in time.
Once the ticket is created, reps can then work on the issue on their end. When they have updates or a resolution, they can alert the customer via the ticket. If the customer has any questions in the meantime, they too can use the ticket to communicate with the customer service rep.
The ticketing system then alerts the rep that there has been a response logged on the ticket, and the rep can address it immediately.
When the issue has finally been resolved, either the rep or the customer can close the ticket.