Allow custom fields in Backlog Dataset

40 Kommentare

  • Sam

    This would be hugely valuable, as aforementioned by others here. 

    Why can't backlog be filtered by Ticket form? 

    Is there a plan to add more ticket attributes to the backlog Explore data pool to be able to filter by?   I attempted to do a calculation on Ticket Form within brands but the data set available to me is extremely limited.

    Is Zendesk planning to add at least a few more attributes into the Backlog Explore dataset? 

    9
  • Martin Cubitt

    This would hugely improve the value of the dataset.

    5
  • Becca

    Agree with all of the above comments. Custom fields are crucial to our team's workflow and we need a way to measure trends over time.

    4
  • Jimmy Rufo
    Zendesk Luminary

    Pretty poor planning, if this was available in GoodData, and was removed for Explore.  We also need to track backlog by custom fields.

    4
  • Pete Holborow

    I would also very much like this functionality.

    3
  • João Pedro Ougano•

    This level of info would be precious! Our Backlog reports are handicapped, once custom fields are the base of our tickets operation!

    3
  • Jason Hempel

    This would be a massive benefit to our internal reporting. 

    2
  • Melvin Magro

    I would also like to have this functionality. Would be advantageous for our company

    2
  • Sam Donovan

    +1 We need this to accurately report our backlog using custom fields

    2
  • Martin Cubitt

    Two years and no progress. Very disappointing...

    2
  • CJ Johnson

    "but we will add two additional attributes for Ticket Form and Organisation in the coming months" 
    This was posted a year ago by a Zendesk employee. Organizations and Forms are still not available in the Backlog dataset. Are there any updates to these plans? 

    2
  • Justin Federico

    The backlog dataset is essentially unusable without having the ability to filter based on Ticket Forms at the very least. Since we are not using brands, all of our products have their own ticket form.

    I attempted to create my own filters but everything resulted in errors. Has anyone else been able to create filters for the "unsupported" fields?

    It would also be great to be able to filter on tags.

    2
  • CJ Johnson

    "So, in summary, Explore will not be adding custom fields to the Backlog dataset, but we will add two additional attributes for Ticket Form and Organisation in the coming months. Thank you again for the feedback, and please keep it coming."

    This was posted in October 2021. Is there any update on when ticket form and organization will be available on this dataset? 

    2
  • Hope Saldana

    Would it be possible to add sorting by tags? We want to look at the back log for our Support team, however, we need to exclude the ticket that are "In Development" AKA have a Jira attached. We tag all of these with "in_development_yes." If there was a way to filter these out, that would be awesome. 

    2
  • Sierra Collins

    Zendesk team, The custom field is crucial for backlog. To give you a use case, we are needing to report on previous month's tickets, as they were as of the end of the month(the status as of end of previous month). We are grouping these by category type, which is a custom field. 

    I cannot get the correct ticket count, with the status these tickets were in previous month using Tickets or Update History Dataset. Only the backlog dataset would give me this, but I cant filter this by the category types. 

    2
  • Dane K

    Just agreeing with all the comments and upvoting to get more traction.  Totally want what Samantha's is asking too around Ticket form. Especially as it's a Standard Zendesk field.

    Also want custom fields too.

     

    1
  • Erin Shevlin

    The backlog dataset would be extremely beneficial if it could be filtered on specific fields. For example, if the backlog is growing it would be helpful to filter (or add a row/column) by the On Hold Reason so we can determine which team is the cause of the backlog spike.

    1
  • Matt Farrington-Smith

    This would be ridiculously helpful - not only custom fields, but common ones like ticket ID or subject even!

    1
  • Joshua Vestal

    Yes, the ability to sort backlog by the custom ticket forms that we use in our organization, would allow us to track metrics much better.

    1
  • Martin Cubitt

    Has there been any progress or confirmed plans when we might expect this?

    Most of the workarounds to the limited configurability of Zendesk standard fields requires custom fields, so it is extremely disappointing we cannot get this information into such an important dataset.

     

    1
  • Norauto Argentina S.A

    I agree.... gooddata capabilities lost in Explore...

     

    1
  • Torsten Serfling

    We are also interested in the current status of this requirement.

    Use Case:

    Our company is a merger of several former companies. Therefore we do support for different product families. 

    For each of the different product families we use independent ticket forms. An evaluation of the backlog for the respective product families (and thus per ticket form) is important for us.

    For some product families, we also have several products that are mapped via custom fields in the ticket forms. Here, a further subdivision of the backlog is important. If custom fields are not added to Backlog, we would like to know, how this could be achieved.

    We thinkt, that this is a common requirement of several customers

    1
  • CJ Johnson

    Nicole Saunders Is there any way to get an update on this feature?  The employee who pinned it is not @ able and the last Zendesk reply was in Oct. 2021 saying it would be coming soon. 

    "So, in summary, Explore will not be adding custom fields to the Backlog dataset, but we will add two additional attributes for Ticket Form and Organisation in the coming months. Thank you again for the feedback, and please keep it coming."

     Is there any update on when ticket form and organization will be available on this dataset? 

    1
  • Thomas Penrose

    Hi Folks - Another +1 for adding form to this dataset so that we can break out backlogs based on product, that would really help us out. Have we had any movement? I see the last official update was Oct 2021

    1
  • Guilherme Santi Clair Da Silva

    Hi guys!

    That would really important. ZenDesk's proposal for customization ends up not making much sense and we are unable to enjoy ou use this functionality

    1
  • Ulises Soto

    Any update on adding the organization and forms filter? 

    1
  • Colin Hutzan

    Still no organization in this dataset! Please allow it! 

    1
  • Martin Cubitt

    Back in October 2021, the Zendesk Product Manager Clay Turk said, in this thread:

    So, in summary, Explore will not be adding custom fields to the Backlog dataset, but we will add two additional attributes for Ticket Form and Organisation in the coming months.

    That was almost 2 years ago, is there any update from Zendesk as to when Form and Organisation will be added?

     

    1
  • Stephen

    Hi,

    Any update on including Organisation / Ticket Form in the dataset as filter options? It was mentioned close to 2 years ago that they would be available in the coming months.

    I appreciate that for performance reasons storing all of the custom fields is not possible - does this extend to Tags? At least having the ability to filter on tags would probably give Admins a bit more to work with, as Zendesk encourages their usage so heavily.

    1
  • Anne-Flore Caire

    Very very interested too !!!

    0

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