Analyzing your ticket backlog history with Explore

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  • Nathaniel Ellis

    I am hoping to filter beyond ticket brand, group, channel, priority, or type. I would like to filter by subtype or tag if at all possible. Could you leverage filters on the dashboard for this? Or perhaps create a report outside of the backlog? 

  • Taylor Bowser
    Zendesk Customer Advocate

    Hi Nathaniel, 

    Unfortunately, it is not possible to filter any queries using the Support: Backlog dataset by custom fields or ticket tags. Our Product Managers are aware of the need for this functionality and are planning for updates to the Backlog dataset this year.

    Be sure to check our Announcements page for updates!


  • John S

    Thanks Taylor Bowser. Definitely looking forward to being able to do more with the Backlog dataset, inlcuding filtering by custom fields and tags. 

  • Nabil Kachour

    Any idea how we could define a 'healthy' backlog? I'm looking for setting up target around backlog levels. 

  • Jason Schaeffer
    Zendesk Customer Advocate

    Hi Nabil.

    Thanks for reaching out! There is not a defined amount when it comes to "Healthy Backlog". This varies based on your workflow, types of tickets, expected SLA's etc so I am afraid I cannot give a tangible number in that regard. We do have a blog post I will link below that will cover some helpful tips when it comes to tacking your Backlog but the best course would be to monitor your ticket activity over the course of a few weeks/months to see your average backlog to give you a good idea when it is time to take action.

    I hope that helps! Have a great day.

    Jason Schaeffer | Customer Advocate |


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