KKPI Formulas
Customer Support KPI Formula

Ticket Backlog Formula

Ticket backlog measures unresolved support tickets remaining at the end of a period.

Use the calculator Browse Customer Support KPIs
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Simple formula

Open Tickets at End of Period

The formula uses these inputs:

  • Open Tickets at End of Period: enter your value in the calculator or spreadsheet.

Excel formula

Use this Excel formula as a starting point. Replace the sample cell references with the cells in your worksheet.

=B2

Google Sheets formula

In most cases, the Google Sheets version uses the same structure as Excel.

=B2

Power BI DAX measure

Use this DAX pattern as a starting point and rename measures or columns to match your Power BI model.

Ticket Backlog =
COUNTROWS(FILTER(Tickets, Tickets[Status] <> "Closed"))

SQL example

This generic SQL pattern can be adapted to your warehouse table names and column names.

SELECT
    /* replace with your formula */ AS ticket_backlog
FROM kpi_data;

Ticket Backlog calculator

Result—

How to interpret Ticket Backlog

Use this KPI with trend data, targets, and related metrics. A single value is less useful than a consistent definition tracked over time.

Important: KPI definitions can vary by company, accounting policy, analytics platform, or reporting standard. Keep the definition consistent when comparing periods.

Common mistakes

  • Mixing different time periods in the numerator and denominator.
  • Using totals that do not match the KPI definition used by your company.
  • Comparing results across teams or industries without context.

Related KPI formulas

Frequently asked questions

What is the Ticket Backlog formula?

The common Ticket Backlog formula is: Open Tickets at End of Period.

How do you calculate Ticket Backlog in Excel?

Use this Excel formula pattern: =B2. Replace the cell references with your own data.

Can this KPI be calculated in Power BI?

Yes. Use the DAX measure on this page as a starting point and adjust table and column names to match your model.