Ticket backlog
Ticket backlog refers to the accumulation of customer inquiries or support tickets that remain unresolved over a certain period.
What is ticket backlog?
Ticket backlog is the term used to describe the pile-up of unresolved customer support inquiries or tickets. This backlog can occur when the volume of incoming tickets exceeds the support team’s capacity to resolve them in a timely manner.
How to calculate the backlog of tickets
Calculate ticket backlog by adding unresolved tickets at the start of a period to new tickets received, then subtracting resolved tickets. Managing backlog helps ensure timely support and prevents delays that impact customer satisfaction.
How to manage ticket backlog
- Prioritization: Implement a system to prioritize tickets based on urgency and impact to address critical issues first.
- Efficient processes: Streamline support processes and utilize tools like Neople to handle routine inquiries, reducing the load on agents.
- Regular reviews: Conduct regular reviews of ticket backlogs to identify patterns and areas for improvement in handling inquiries.
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