---
title: "What’s the Difference Between a Conversation and a ‘Ticket’?"
slug: "whats-the-difference-between-a-conversation-and-a-ticket"
description: "Conversations provide a holistic view of who the Customer is, the Channels they use to communicate, and quickly seeing past Conversations. Learn more."
updated: 2025-02-01T23:17:49Z
published: 2025-02-01T23:17:49Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# What’s the Difference Between a Conversation and a ‘Ticket’?

[Conversations](/docs/what-is-a-conversation) provide a more natural way of handling communication. They provide a holistic view of the Customer, the Channels they use to communicate, and the ability to quickly see past Conversations. Conversations are also comprised of [Contacts](https://help.gladly.com/docs/glossary-and-key-concepts#contacts) and Messages a Customer has with you.

A Contact is equivalent to one "ticket" (or case number) on legacy systems. If the Customer sends one email, SMS, or phone call, this would equal three separate tickets/case numbers. On other systems, these separate tickets/cases will need to be merged to track them, making it time-consuming to get a holistic view of your Customer inquiries.

![Comparison of ticketing systems between Legacy Systems and Gladly for customer interactions.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Contact-Image.webp)

With Gladly, a phone call, a chat, or an email is organized under a single Conversation and is tracked directly from the Customer's Profile in the [Conversation Timeline](https://help.gladly.com/docs/what-is-a-customer-profile#2-conversation-timeline). This means you have a holistic view of all your Customer inquiries from a single location.

![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Conversation-Timeline.gif)