Analyzing your ticket backlog history with Explore

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3 Comments

  • 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? 

    2
  • 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!

    Best, 

    1
  • John Streeter

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

    0

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