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Aged Ticket Backlog

The number of open tickets older than 30 days, and the open ticket load each technician carries.

Service Desk

Formula

Count of open tickets with age > 30 days; Open tickets ÷ Technicians

Why Track It

Old tickets are forgotten clients. A growing backlog is the earliest sign that intake is outpacing capacity, and it shows up months before churn does.

How It Is Measured

Each week, count open tickets whose created date is more than 30 days ago, split by status (waiting on client, waiting on vendor, in progress). Separately count open tickets assigned to each technician. Exclude projects and tickets deliberately scheduled for a future date. Source: PSA open ticket report.

Constraints

Tickets legitimately waiting on a client or vendor inflate the count, so status discipline in the PSA matters. The count alone says nothing about the priority of what is stuck.

Measurement Note

Evolved Management recommends reviewing tickets older than 30 days every week, checking any ticket inactive for 3 to 4 days, and says technicians should not carry more than 20 active tickets at once. No published benchmark gives a healthy total count, since it scales with MSP size.

Referenced In

Glossary and Answers

More in Service Desk

How fast and how well the help desk answers clients, and how much noise the managed estate produces. These numbers show whether support is keeping clients happy at a cost the agreements can carry.

All KPIs
Sources2
  1. Evolved Management: MSP Service Metrics You Needevolvedmgmt.com
  2. NinjaOne: Complete Guide to MSP KPIsninjaone.com

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