What is the difference between Backlog recorded and Backlog end of period?

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4 Comments

  • Marty

    Why is the Backlog history dataset taken at 12:00 UTC, and not adjusted for my timezone.  If I'm in the Eastern/US, my recorded backlog at the end of the month should be at the end of *my* month, not the UTC month (unless you do the appropriate offset).  If I'm missing something, please let me know.  I want to report on the backlog of tickets at the end of each month (Eastern/US) and to have the month end "early" is throwing off all logical reporting in Explore.

     

    Thanks!

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  • Ricardo
    Zendesk Community Team

    Hello, Marty. Thanks for raising this.

    The information in the article is actually no longer accurate. 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 Legacy plan, data synchronizes one hour after the most recent sync ended. 

    So your report should not have timezone discrepancies. I will update this article too!

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  • Marty

    Ricardo, you dealt with the first sentence of my post.  The rest of the post still stands.  I have an Explore report using the Backlog dataset, using Backlog Reported - Year and End of Month.  On 9/29/2020, the last month in the report was August 2020.  Sometime on 9/30/2020, the month of September was added to my results even though the month of September had not been concluded in my timezone.  Zendesk Support indicated it was due to UTC offset.  When I look at the same report today, 10/1/2020, the last month on my report is September 2020.

    Either only show September after the close of the month of September in the timezone I have set, or always show the current month.

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  • Ricardo
    Zendesk Community Team

    Hello Marty. Thanks for following up. I think we will need a little bit more of an investigation into your account. I noticed you already have an open ticket with us so I am going to work with the agent who has the ticket to try to clarify what is happening. Bear with us please.

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