The support ticket is the lifeblood of any service desk. Tickets are how we document work, report on metrics and KPIs, and communicate with our customers. But in elevating tickets to that place high on a pedestal, we forget what the ticket really represents—our customers. For every service desk ticket we receive, there is a story that represents the customer journey. The customer journey is important because their story can help us to not only empathize with our users, but to also work toward providing better service.