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Customer Service vocabulary · Tickets & Escalation

Backlog

Meaning in customer service, with examples

/ˈbæklɒɡ/nounCommon term

In customer service, backlog means: A number of tickets, emails or tasks that have built up and are waiting to be dealt with.

In Turkish: bekleyen işler, birikmiş kayıtlar, iş yığılması

How it is used

Teams talk about clearing, reducing or working through the backlog. A backlog often grows after holidays, outages or product launches, and supervisors may add extra shifts to get it down.

Example sentences

  1. After the outage we had a backlog of 3,000 emails.

  2. We should clear the backlog by Friday if nothing else goes wrong.

Common collocations

  • clear the backlog
  • reduce the backlog
  • ticket backlog
  • growing backlog
  • ticketA record in a support system for one customer request or problem, used to track it from the first contact until it is solved.
  • queueA line of calls, chats or tickets waiting to be answered, usually handled in the order they arrived.
  • priorityThe level of importance or urgency given to a ticket, which decides how quickly it should be handled.
  • SLAService level agreement: a written agreement that sets the standard of service a provider must deliver, such as response and resolution times.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Tickets & Escalation

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