Backlog Burn-Down Rate

Backlog Burn-Down Rate is the rate at which you’re reducing your total backlog size over time. Positive burn-down means you’re closing tickets faster than new ones arrive. Negative burn-down means your backlog is growing. This metric shows whether you’re gaining or losing ground.

Why Backlog Burn-Down Rate Matters

Shows whether your current capacity matches demand. Sustained negative burn-down requires immediate intervention through hiring, process changes, or priority shifts.

How to Calculate

(Tickets closed - tickets created) / time period, often expressed as tickets per day or week

In TicketBoard

TicketBoard helps you track backlog burn-down rate and related metrics from your Zendesk data. Connect your account for instant visibility.