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Ticket Aging

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What Is Ticket Aging?

Ticket aging refers to the amount of time it takes for a support ticket to be resolved from the moment it’s submitted. It’s a critical metric for professional services businesses, as it directly impacts customer satisfaction, revenue, and business growth.

The longer a ticket goes unresolved, the more frustrated the client becomes, leading to negative word-of-mouth and a loss of trust in your business. Assessing ticket aging is critical in the context of Professional Service Automation (PSA) for monitoring service efficiency, prioritizing responses, and guaranteeing customer happiness.

Why Ticket Aging Is Important?

Ticket aging is important for several reasons:

1. Client satisfaction: Timely resolution of support tickets is critical to ensuring high levels of client satisfaction. Happy clients are more likely to renew their contracts, refer your business to others, and provide positive feedback.

2. Revenue: Delayed resolutions can result in missed deadlines, additional costs, and lost opportunities. The longer a ticket goes unresolved, the more revenue you could be losing.

3. Business growth: Ticket aging can impact your business growth by affecting your reputation and client retention. If clients experience long wait times for resolutions, they may be less likely to renew their contracts or recommend your services to others.

Why Ticket Aging Is Important?

How to Calculate Ticket Aging?

Calculating ticket aging is straightforward. Here’s a simple formula:

Ticket Aging = (Resolution Time – Submission Time)


  • Resolution Time is the date and time when the support ticket is resolved.
  • Submission Time is the date and time when the support ticket is submitted.

For example, if a support ticket is submitted on January 1st at 10:00 AM and resolved on January 5th at 2:00 PM, the ticket aging would be 4 days.

Ticket Aging vs Other Service Metrics

1. Resolution Time: Resolution time measures the time taken to resolve a ticket, while ticket aging focuses on the duration a ticket remains open.

2. Response Time: Response time measures the time taken to respond to a ticket initially, while aging tracks the overall duration of ticket existence.

3. Service Level Agreements (SLAs): SLAs specify response and resolution times, while aging indicates compliance or breaches in those timelines.

Metric Definition Importance / Use
Ticket Aging Duration or age of unresolved customer service tickets Indicates the time taken to resolve customer issues and handle requests
First Response Time Time taken to provide initial response to customer inquiries Reflects the speed of acknowledging and addressing customer concerns
Customer Satisfaction Score (CSAT) Measurement of customer satisfaction with products or services Reflects overall satisfaction levels among customers
Resolution Rate Percentage of tickets or issues successfully resolved Measures the effectiveness in resolving customer issues

How Is Ticket Aging Used?

Ticket aging is used in a variety of ways to help professional services businesses optimize their operations and improve their bottom line. Here are a few examples:

1. Identifying bottlenecks: By analyzing ticket aging metrics, you can identify bottlenecks in your support process and make targeted improvements to reduce resolution times.

2. Optimizing resource allocation: Ticket aging can help you optimize resource allocation by identifying areas where additional resources are needed to reduce resolution times.

3. Improving client satisfaction: Timely resolution of support tickets is critical to ensuring high levels of client satisfaction. By analyzing ticket aging metrics, you can identify areas where you can improve the client experience.

Ready to Optimize Your Ticket Aging?

KEBS is a powerful PSA software that can help you optimize your ticket aging process and improve your business growth. With KEBS, you can easily track your support tickets, analyze ticket aging metrics, and make informed decisions to improve your support process.

Utilizing KEBS automation features ensures timely escalations for aging tickets, reducing response delays. KEBS provides real-time metrics and reports, aiding in monitoring ticket aging trends and taking proactive measures.

KEBS Ticket Management

Ready to optimize your Ticket Aging analysis? Contact us at KEBS or request a demo to explore how our solutions enhance service efficiency, customer satisfaction, and ticket resolution within your organization.

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