# Ticket Management
This guide provides a detailed walkthrough of ticket management within the Infraon Infinity platform. The ticketing module on the left panel is crucial for managing incidents.
In Infraon Infinity, tickets are synonymous with incidents, a term used to simplify the concept for end-users.
## Understanding Incident Management
Incident management in the Infraon Infinity platform is designed to restore normal service operation as quickly as possible following an unexpected disruption or incident. An incident usually refers to an unplanned interruption or degradation of service that affects the regular operation of an IT service or system, disrupting users or stakeholders. These incidents can occur due to various factors, including hardware failures, software bugs, network issues, human errors, security breaches, or environmental events.
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