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 be 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.
Ticket backlog is a term that refers to unresolved submissions within a specified period. There can be many reasons, including limited agent performance, number of requests and dependencies. The ticket backlog is also a great metric to watch out for to find out how efficient your support process is. It also helps to assess the level of customer satisfaction.
The risks associated with the ticket backlog are, above all, too slow handling of incoming requests, which can frustrate customers, and low efficiency of agents, which may result not only from overwork, but also from wrong prioritization. While this is an occasional situation, it may mean that in certain periods the interest of customers increases, but if it is regular it may have an impact on customer satisfaction and brand image.
To avoid a ticket backlog, you can prioritize tickets. This should definitely make your work easier and more efficient. Have your team work together and help each other solve tickets. Maintaining an appropriate work rhythm also supports the efficient cleaning of tickets.
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