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https://www.geckoboard.com/learn/kpi-examples/customer-support-kpis/ticket-backlog/
Ticket Backlog What is Ticket Backlog? Ticket Backlog refers to unresolved customer support requests in a particular time frame. These tickets remain unresolved beyond the typical response time (for your company) either because of team member performance, ticket volume, and/or dependencies and complexities that require additional time.
https://backlog.com/contact/
Connect with a friendly support specialist here. Tweet. Send us a message on Twitter @backlogtool. Browse. Get technical help in our support center. Product …
https://www.bmc.com/blogs/swarming-support-tiered-support-differences/
May 17, 2018 · They must, instead, always refer those cases to the appropriate Backlog Swarm. The introduction of Swarming in BMC’s customer support organisation has led to a number of measured improvements across key indicators such as customer satisfaction, mean time …
https://support.backlog.com/hc/en-us
Popular Articles. Displaying issues in a Gantt chart; How to use Gantt Charts; Scroll display and showing Issue details
https://www.happyfox.com/customer-support-glossary/backlog/
Backlog Backlog refers to new tickets that have been created but, not addressed in any form, by a support agent yet. Usually used in association with an agent, a backlog could refer to the number of tickets, that the gent is yet to respond to.
https://www.zendesk.com/blog/time-tackle-ticket-backlog/
Nov 01, 2017 · According to our own Advocacy team that handles Zendesk customer support, winning the battle against a messy ticket backlog means learning to see the positives in it. Bryan Flaherty, a Technical Support Engineer at Zendesk, says that he “loves having a large ticket backlog”, especially with a good number of different ticket types.
https://blog.saleae.com/customer-support-backlog-average-response-time/
Customer Support - backlog & average response time. I’ve been reading (listening to, actually) the book ‘The Phoenix Project’ over the last couple of days. This is a novel about turning around a dysfunctional IT/DevOps group.
https://www.blendo.co/blog/customer-support-metrics-29-kpis/
Apr 14, 2017 · A commonly used term in customer support is the “backlog”. Which is a nice way of referring to the “work in progress” that a customer support team has? The size of the backlog indicates the efficiency of your team, and it might signal the need for adding new members to it. Backlog
https://financesonline.com/10-important-kpis-and-metrics-your-customer-support-team-should-be-using/
4. Number of Ticket Backlog. This pertains to customer support requests that stay unresolved during a particular period or beyond the usual response time you set. This is crucial – studies revealed that customers don’t mind waiting as long as their issues are resolved. You have to maintain a healthy balance between fast response and fast ...Author: Nestor Gilbert
https://www.geckoboard.com/blog/top-5-customer-support-metrics-you-should-track/
Nov 29, 2016 · Ticket Backlog refers to unresolved customer support requests in a particular time frame. These tickets remain unresolved beyond the typical response time (for your company) either because of team member performance, ticket volume, and/or dependencies and …
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