Indicates the current volume of unresolved or pending service tickets in the system.

What it Measures ?

How many service requests are still open.

Relevant StakeHolders 

Support Managers

In-depth Use Case / Real-world Example

A large backlog of open tickets means service teams are overwhelmed or inefficient. For example, 150 open cases might suggest delays in resolution or poor ticket closure discipline. Tracking this helps managers prioritize workloads, deploy extra resources, or fix process bottlenecks. Keeping open tickets to a minimum is essential for maintaining service quality.