Question
When is my Support ticket backlog data available in Explore?
Answer
Explore collects backlog information every time your data synchronizes with Explore. If you are on the Explore Lite plan, data synchronizes once every 24 hours. If you are on the Explore Professional or Enterprise or Legacy plan, data synchronizes one hour after the most recent sync ended.
Although backlog data may be synced hourly, there is always only one backlog record per day and it reflects the state of the account for the day in the default account's time zone.
When you consume backlog data in queries or dashboards, Explore displays the data in your user profile time zone but the hour at which it was recorded is 12 am in your account time zone. 
To see your current backlog, create an Explore query based on the metric # Tickets from the Backlog history dataset at any given date in the past other than today.
For more details about the backlog, see the article: Backlog history dataset.
6 Comments
If creating a report using the backlog dataset, do all of the intervals (weeks and months for example) contain 00:00 of the beginning point through 11:59 and 59 seconds of the end point? So if I do a monthly report, does it always start at the first second (time) of the month till the last second of the month (time) in UTC time?
Hello fellownarrator
That is correct. The selected period of time contains the backlog count starting from the first second of 12:00 UTC until there very last second of that interval of time. Are you running through issues in your Backlog reporting?
My question is, what happens if tickets bounce out of solved at a higher rate, is the backlog captured updated ? Or is it just a point in time snapshot?
fellownarrator the answer to your question will change depending on the time attribute you are using in your query. If you use Time - Backlog recorded you will see an add-up of the different days results. But if you use Time - Backlog end of period you will see the real amount of unsolved tickets at the end of your period of time. Does this help?
So in other words, Backlog recorded is a realtime sum of tickets across the time frame. Backlog end of period is a point in time snapshot. Is that correct?
Yes, that is accurate.
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