What does a trouble ticket record?

A trouble ticket is a systematic way of tracking and managing service issues, particularly in technical support and customer service contexts. The primary purpose of a trouble ticket is to document problems that customers experience, particularly regarding services provided by an Internet Service Provider (ISP) or a cloud service provider. This record serves as a means for support teams to organize, prioritize, and resolve problems efficiently.

When a customer encounters connectivity issues, software malfunctions, or other service disruptions, they may create a trouble ticket to formally report the issue. This ticket contains detailed information about the problem, including the customer's contact details, the nature of the issue, steps already taken, and any other relevant information. This allows the service provider to track the problem to resolution and analyze trends or recurring issues over time.

In contrast, requests for new service installation or logs of expenses do not specifically capture the nature of service disruptions or technical problems, while records of social media interactions pertain to communication rather than the technical aspects of service delivery. Thus, the correct answer highlights the primary function of trouble tickets in managing service-related issues effectively.