What is a Ticket backlog?
Ticket backlog is a phrase that customer support managers use to name unresolved tickets in a particular time period. Tickets can be unresolved for numerous reasons - there can by a high ticket volume, low agents performance, or just unexpected one time peak.
It's essential to keep track of your Ticket backlog to figure out the need of new hiring or more training for your customer service representatives. It gives you overall information on the performance of your support team and when there's need for additional manpower.
If there's too many unresolved tickets in your Ticket backlog, it can lead to unsatisfied customers.