5 collocation exercises on handling support tickets.
0 / 5 completed
1 / 5
A customer with a problem will ___ a ticket.
A user raises a ticket — opening a support request in the tracking system. Raise collocates with ticket, issue and concern (you also open or log a ticket). Lift off, put up and throw out are not idiomatic. Raising a ticket creates a trackable record so the request is not lost and can be prioritised, assigned and resolved through a defined workflow.
2 / 5
Incoming tickets are ___ by urgency.
Tickets are triaged — quickly assessed and sorted by severity and priority, borrowing the term from emergency medicine. Triage is the standard support collocation (triage the queue, triage a ticket). Sifted off, graded up and ranked out are not idiomatic. Triaging ensures critical, customer-impacting issues get immediate attention while lower-priority requests wait, keeping the support queue under control.
3 / 5
A complex ticket beyond first-line support gets ___.
A ticket is escalated — passed to a higher support tier or specialist team when first-line cannot resolve it. Escalate collocates with ticket, issue and case. Bumped off, raised up and pushed out are not the standard term. Clear escalation paths get hard problems to the right experts quickly, preventing tickets from stalling with an agent who lacks the access or knowledge to fix them.
4 / 5
To confirm a bug, support must ___ the issue.
You reproduce the issue — following steps to make the bug happen again reliably, confirming it is real and understood. Reproduce collocates with issue, bug and problem (a repro for short). Redo off, remake up and copy out are wrong. A reliable reproduction is essential before fixing: developers cannot fix what they cannot reproduce, so clear repro steps speed up resolution greatly.
5 / 5
Once resolved, the agent will ___ the ticket.
The agent closes out a ticket — marking it resolved after the issue is fixed and the customer is satisfied. The phrasal verb close out (or simply close) collocates with ticket and case. Shut off, seal up and wrap over are not idiomatic. Closing out tickets keeps the queue accurate and feeds metrics like resolution time, though good practice is to confirm with the customer first.