How do I tell if an MSP’s help desk ticket backlog is a warning sign?

Request an export of tickets, not a screenshot of the dashboard. Look at how long items stay open, which clients they come from and what category they fall into. A few old tickets tied to one awkward client is a different story from slow response across the whole book.

Compare the queue with the staffing. If one technician closes most tickets, a backlog may show an overloaded person you could lose after the sale. Ask who is on the desk, who covers holidays, and whether anyone has said they are stretched. Notice, too, how the team talks about the queue. People who can explain each stuck item and say what comes next are managing it. Shrugs and vague answers suggest nobody is really watching it.

Read a sample of the oldest tickets. Some are waiting on the client or a vendor, and that is normal. Others are waiting on nobody, which suggests the system for tracking work is weak. Check also whether tickets are closed without a note. Finally, ask what clients have said. Complaints, cancelled plans and requests for credits are usually easier to read than the queue itself. Ask the seller to explain each one in plain terms and look for the same cause appearing twice.

Key takeaways

• Ask for a ticket export by client, age and category rather than a summary.
• Compare the queue with staffing and who covers absences.
• Read the oldest tickets to see whether they wait on clients, vendors or nobody.