What Is Ticket Aging?

Ticket aging refers to how long a ticket has remained open from creation to the present moment. Monitoring ticket aging helps teams prevent forgotten tickets, manage backlogs, and meet SLAs.

How Ticket Aging Is Measured

Most systems measure aging in hours or days since ticket creation. Some teams also track aging by status, such as time spent in “Open,” “Pending,” or “On Hold.”

Why Ticket Aging Matters

• Highlights neglected or at-risk tickets
• Supports SLA compliance and customer satisfaction
• Reveals process bottlenecks or approval delays

Common Ticket Aging Issues

• Tickets waiting on unclear ownership
• Stalled approvals for changes or requests
• Agents forgetting to update or close tickets
• Overloaded queues with no prioritization

Best Practices to Manage Ticket Aging

• Configure alerts for tickets aging beyond thresholds
• Use views and dashboards for old tickets
• Escalate tickets that exceed SLA targets
• Review aging patterns in weekly or monthly meetings

Learn Support Monitoring

Operational monitoring concepts are outlined on Wikipedia.

How TicketingNext Manages Ticket Aging

TicketingNext offers aging dashboards, SLA timers, and automated escalations. See TicketingNext features or explore use cases.

Need to control ticket aging? Contact our team.