Understanding backlog evolution

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8 Comments

  • Mark Kofman
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    how do I access this report?

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  • Jessie Schutz
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    Hey Mark!

    This article shows you where to find those pre-made native reports. Bear in mind, though that if you started using Zendesk after April 2015, you won't have this functionality.

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  • Aswin Kannan
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    Zendesk Team - I have a very confusing situation (there's a ticket going on, but I don't see the solution happening). I have a report of # Tickets in New and Open state. We are on Professional plan, so it syncs every day, and I get this report scheduled to me every day, which essentially acts as a backlog count. However, when I create a report for #Backlog Tickets, the numbers are not matching.

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  • Kayla Schmidt
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    Hi Aswin,

    # Backlog Tickets is defined as the total number of backlog tickets throughout history and is calculated by the sum of the backlog ticket count. The Ticket Backlog History dataset functions a little differently than other datasets in Insights. While the Tickets dataset will show you the current state of the tickets in your Zendesk, and the Ticket Updates dataset can show past events that are viewable within a ticket's event log, the Ticket Backlog History dataset will show you a snapshot of unsolved tickets at the end of any given date. It can be a little confusing, but we have a resource that goes into a bit more detail I hope can help that I've listed below. Otherwise, in the current ticket you have open with us, feel free to provide us with specific links to your reports so we can take a look!

     
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  • Lorran Ross
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    Thank you for this brief look at Backlog numbers. I have to pull a backlog report that looks like this:

    1. Total backlog of tickets in: pending, open, new
    2. This same set that is > 4 weeks old as of created date
    3. This same set that is > 3 weeks old as of created date
    4. This same set that is > 2 weeks old as of created date
    5. This same set that is >1 week old as of created date

    Any helpful B) insights B) are appreciated.

    Cheers,
    Lorran

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  • Jessie Schutz
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    Hey Lorran!

    I'm checking with our Community Moderators to see if they can help you out here!

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  • Chen Shimon
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    Hey,

     

    Is this report exist in Zendesk Explore? Where can I find it?

     

    Thanks,

     

    Chen

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  • Andy Killingsworth
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    Hey, Chen!

    Thanks for the question. While we don't have the exact same tool in Explore as is shown in this article, but we do have a couple of Backlog options for you.

    The Default Support Dashboard included Explore has a Backlog tab. You can see the exact reports and more details on them in this article. This feature is available on Explore Lite and Explore Professional.

    If you're using Explore Professional, you can also create your own queries using the Backlog dataset! For example, you could create a trend line that shows unsolved tickets over time, broken down by status:

    In this query, I've used the following parameters:

    • Metric: Tickets
    • Column: Backlog recorded - Month
    • Row: Status - Unsorted
    • Filter: Backlog recorded - Year = 2019
    • Visualization type: Line 

    Obviously that's just one example, but you can use this dataset to create your own queries as needed!

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