Explore recipe: Backlog tickets by month

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10 Comments

  • Mark Leci
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    I am rebuilding a backlog report from Insights, that report appears to be accurate, but when I follow the above instructions the backlog numbers are incorrect in Explore, and they are more incorrect going further back. For example, the number in Insights for last month is 216 vs 212 in Explore. If I go back to July 2019, the Insights number is 232, but the explore number is 15, which is definitely wrong. I'm also noticing that all months before July 2019 are missing. My report is exactly as above, with a date filter for the last 12 months. 

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  • Rob Stack
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    Hi Mark, I've created a ticket from this so someone can work with you to figure out what's going on here. Someone should be in contact soon.

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  • Admin Zendesk
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    Hello,

    I followed the recipe above and I have a line with a huge number for the year in addition of the months number.

    What I have done wrong?

    Thanks.

    Mélodie

     

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  • Rob Stack
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    Hi Admin Zendesk. You can remove these NULL values by clicking on each filter in the Rows column and ensuring that the NULL field is not checked on the Selected tab. Hope this helps!

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  • Liam Tran
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    How can I add the current month backlog as well? After following these steps, I got everything I needed to show in my report except this month's (march).

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  • Devan
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    Liam Tran,

    Your request currently is not possible in Explore right now in the product's current state. I would recommend posting in our Explore product feedback forums so our developers can consider this as an update for future patches. 

    Best regards. 

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  • Jason
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    Hi Hannah


    Thank you for this, this is great. Our business has several different 'departments' and we store this at a ticket level in a custom field. Is there any enhancements in the pipeline that will allow us to add additional fields when using the Backlog History Data Source? 

    This would be ideal for us and i'm sure many businesses to be able to view backlog by a custom field. 

     

    I just want to clarify I know you could use Ticket Group in the Backlog dataset but we use this for different data. 

     

    Thank you 

    Jason

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  • Brett - Community Manager
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    Thanks for taking the time to share this with us Jason! We actually have a feedback post related to your comment here: Allow custom fields in the backlog dataset

    I'd recommend upvoting that post and providing your use-case there for our product managers to review as well.

    Cheers!

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  • Greg Vowles
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    I want to show a list of tickets on my dashboard, only showing tickets that are unsolved (i.e. Open/New/On Hold) - I know how to create the query and it looks fine (all my columns appear just lovely), but the bit I am struggling with is getting the results to filter by the parameters I am setting at the top of the dashboard.

    For example, I want the list to filter to tickets between two dates and to filter down to tickets for a specific Customer.  Currently it shows me all records for all time. How do I tie these parameter fields in to my query so that they update the list depnding on what I set them to be.

    I am using a modified version of the built in Zendesk Support Dashboard and it's the options at the top I am talking about, i.e.:

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  • Devan
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    Hello Greg Vowles,

    Would you mind sharing with us a bit more information? What exactly are you trying to accomplish, and could you elaborate filter by date. 

    Best regards. 

    0

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