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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. An agent’s response here could be:
Any tickets that have any of the above items pending, are termed backlogs. These backlogs are usually on an agent level and have specific SLAs set and operating on them.