When is my Support ticket backlog data available in Explore?

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6 Comments

  • fellownarrator

    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?

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  • Ricardo
    Zendesk Community Team

    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?

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  • fellownarrator

    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?

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  • Ricardo
    Zendesk Community Team

    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? 

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  • fellownarrator

    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?

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  • Ricardo
    Zendesk Community Team

    Yes, that is accurate.

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