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Definition of the term “Request Backlog” from the Customer Service Wiki’s Dictionary


Request Backlog

A request backlog shows the number of unresolved customer support tickets over a defined period of time.

The request backlog often includes new tickets (unassigned) and open tickets (assigned but not resolved).

Related Terms

Subject Matter Expert (SME)

Tiered Support

Net Promoter Score (NPS)

Customer Journey

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