Definition of the term “Ticket Queue” from the Customer Service Wiki’s Dictionary

Ticket Queue

A ticket queue is the system of taking inbound customer tickets and assigning them to available customer service agents.

A ticket queue system prevents multiple agents from working on the same ticket. Ticket queue length determines the likely wait time for clients before getting a response.

Related Terms

Support Ticket

Customer Retention

Key Performance Indicators (KPI)

Customer Satisfaction

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