What does the term 'ticket backlog' refer to?

The term 'ticket backlog' specifically refers to accumulated, unresolved tickets that are awaiting resolution by support analysts. This is a critical metric in support environments, as a high backlog can indicate potential problems in response times, staffing issues, or inefficiencies in the support process. Monitoring ticket backlog is essential for ensuring that customer inquiries and issues are addressed in a timely manner, which is vital for maintaining customer satisfaction and operational efficiency.

Other options do not capture the essence of what a backlog signifies. For example, the total number of tickets resolved in a month reflects productivity rather than the accumulation of unresolved issues. The number of new tickets created daily provides insight into incoming workload but doesn't indicate how many issues remain to be resolved. The amount of time taken to close tickets pertains to efficiency and process optimization, rather than indicating the status of unresolved tickets. Thus, option B accurately encapsulates the concept of a ticket backlog.