Analyzing your ticket backlog history with Explore

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27 Comments

  • Taylor Bowser
    Zendesk Customer Care

    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

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

    1
  • Nabil Kachour

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

    1
  • Jason Schaeffer
    Zendesk Customer Care

    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.

    https://www.zendesk.com/blog/time-tackle-ticket-backlog/

    I hope that helps! Have a great day.

    Jason Schaeffer | Customer Advocate |

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  • Sigurjon Jonsson

    Do I understand it correctly, that it is not possible to get the backlog for example, 8 hours in the past? Since the backlog is only synchronized once a day?

    I am trying to create a dashboard that shows number of unsolved tickets at the start of a shift, and remaining unsolved tickets at the end of the shift(when the report is sent out)

    5
  • MarketSpark

    Any update on when we can filter by additional fields? At a minimum tags or organizations?

    2
  • Marco
    Zendesk Customer Care

    Hi Traci,

    Thanks for reaching out. From what I understand you are looking to filter by tags or organizations when using the "backlog history" dataset, correct? Unfortunately we have no news of this at the moment, but I would suggest posting this as a feature request in our feedback page for Explore here: https://support.zendesk.com/hc/en-us/community/topics/360001200913--Feedback-on-Explore-

    Our product managers look at our feedback page to know what features should be on the roadmap for future improvements.

    Cheers!

    Marco M. | Zendesk Support

    -2
  • Permanently deleted user

    Following up on @...'s comment:

    Our Product Managers are aware of the need for this functionality and are planning for updates to the Backlog dataset this year.

    Do we have any updates estimated time for delivery of these dataset updates?
    Our extractions via incremental_exports don't have as much time-based granularity as what's recorded in the Dataset, for it would be very relevant for us.

    0
  • Sam Donovan

    Hi Zendesk Team,

    I know this has been brought up in other articles, but we really need to have custom fields in our backlog data. It's great that we have some standard fields here, but we have some custom region fields that we would need to pull data on and are unable to at this time. I'd love for this to be prioritized.

    Thanks!
    Sam

    4
  • Dan Chikanov

    HI Zendesk, 

    Can you please answer Sigurjon Jonsson's question above? 

    "Do I understand it correctly, that it is not possible to get the backlog for example, 8 hours in the past? Since the backlog is only synchronized once a day?

    I am trying to create a dashboard that shows number of unsolved tickets at the start of a shift, and remaining unsolved tickets at the end of the shift(when the report is sent out)"

    I would love to understand backlog snapshot HOUR by HOUR. I am trying to do this via the API as well but its not as successful as I would like for it to be. 

     

    0
  • Tan Jee Han

    Hi all,

    I have an enquiry regarding Zendesk Explore on measuring backlogs. I understand that backlogs refer to unsolved tickets at the end of any given date and can be a useful indication of how your support organization is doing however I would like to query the following:

    1. If I set the ticket backlog period as end of the month, will tickets that are created/generated towards the end of the month that were not picked up and resolved in time before end of the month be considered in the backlog too?
    If yes, is there a workaround in Explore that we can exclude tickets that are created towards the end of the month or towards any period in time depending on the set duration of backlog to not be counted in the backlog

    2. Related to question 1, is there any way in Explore that I can backlog in terms of selected ticket statuses i.e. Open, Pending and On-hold once assigned that remain in those said statuses for a certain period of time to be considered as backlog. If yes, kindly assist on the way as to how do I achieve this and if No, kindly provide if there's an alternative that can fulfill the outcome of the above scenario from Zendesk Explore. So the key here is how do I measure the no. of either Open/On-hold/Pending tickets after assignment that has been in the said statuses for say a fixed period of time e.g., more than 5 working days perhaps. Can you assist on a workaround for this?

    0
  • Mark H

    HI Zendesk, 

    I would also like to see a response to Sigurjon Jonsson's question above? 

    We have a new service desk and the daily backlog is really useful, but we do not know if the numbers for each day in the backlog report tells us the number for when the day (or shift) starts or when it end. If we knew that this would go some way to help me and others who have a similar question above.

    What I'd like to know is 

    1. What time of day are the counts for backlog taken?
    2. is the count for each day taken as the day starts or ends?
    3. Is it based on the timezone that is set for the account? 

    thanks, Mark

     

    0
  • Alex Zheng
    Zendesk Customer Care
    Hey SMO,
     
    The backlog is taken everyday at midnight of the account's timezone which should count for the end of the day.
     
    Best regards,
    0
  • Elivengood

    Hello Zendesk - 

    I am trying to do something that I would consider pretty basic, but I am struggling to figure it out. 

    I would like to create a report that breaks down our "less than solved" tickets by "time since created" to see how old/stale they are. Backlog data set obviously does not allow this, however I can't even figure out how to do it using the Tickets data set. I would be OK with a point in time. Can someone help?

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Ellen,

    You can create a report under the Tickets dataset to see a list of your unsolved tickets and use native metric Unsolved tickets age to see how long it's been since each ticket was submitted.
    0
  • Jake Warren

    So how do organizations handle product bugs that take time from engineering to resolve, yet we don't want to count towards "backlog" from the support ticketing standpoint (and also don't want to close)?. My backlog dashboard tab is limited in what I can filter out which is unfortunate.

    Basically we have a custom field called "secondary status" that has an option of "With Development". When we have a ticket in this status, it's tied to a JIRA and Support is done working it until it is fixed in a future release of product. However, we don't want to close these tickets, so we keep them open and they unfortunately get counted in our backlog. How can we adjust for this? Our backlog reports are basically super inflated right now and don't paint an accurate picture of what our real backlog of support work is.

    1
  • Gab Guinto
    Zendesk Customer Care
    Hi Jake,

    I'm afraid that, at this time, there are no plans to add the custom field data to the dataset, as mentioned by the Product Manager on this thread. You may follow/upvote that post and add your use case to that thread to engage with other users with similar needs. Hopefully, in the future, the Product team will reconsider this and add this to future roadmaps. 
    -1
  • Bobby Koch
    Zendesk Luminary

    if we are looking at "backlog recorded date" of yesterday - what time yesterday does this show? is there a way to see what the current backlog is?

    0
  • Marc Greenfield

    Can you please define what is classified as 'New' in the backlog report? We have a pretty stringent process for ensuring all tickets are assigned to an agent at the end of our business hours as defined in Zendesk, yet I typically see tickets with the New status in our backlog report. Is this defined as tickets that were received as New at any time on that specific day? I am trying to understand better how these metrics are defined to see if we have a process issue on our service desk that I am not seeing.

     

    Thanks,

    0
  • Justin H
    Zendesk Customer Care

    Hey Bobby Koch

    The backlog snapshots occur at midnight daily. To view the most current totals for outstanding tickets, we recommend using the Tickets dataset. 

    0
  • Leif Cederblom

    Is there no way to filter the backlog history by requester organization?  This seems like such a basic thing to desire:  To show weekly ticket load by a subset by client.  

    Thanks!

    Leif

    0
  • Rosie B.
    Zendesk Customer Care
    Hi Leif, 
     
    I understand your concern here. Unfortunately, you only have a limited set of attributes with Backlog dataset. Those are: Group, Assignee, Brand, Channel, Priority, and Type. The reason for this is that the Backlog dataset prioritizes storing a vast amount of historical ticket information, resulting in fewer metrics and attributes compared to other Explore datasets. Furthermore, it's important to note that the Backlog dataset is captured on a daily basis and cannot be segmented by hourly intervals. The data is captured daily between 11 pm, 12 am, or 1 am depending on factors like Daylight Saving Time (DST) based on your account's timezone.

    You can learn more about our Backlog dataset here: https://support.zendesk.com/hc/en-us/articles/4408827693594#topic_dfb_ydg_ndb
     
    0
  • Judd Higgins

    Hi! Filtering the Backlog Data by Group provides bad data for "New" status tickets. Please help!

    https://share.cleanshot.com/FHrjqSJ5wRft9k4f408b

     

    0
  • Judd Higgins

    Also a +1 for adding other filter fields such as "Tags" since Zendesk won't allow the sorting to work properly by group and we have US ticket and EMEA tickets and sorting by tags for US and EMEA seems to work in other reports.

    1
  • Luke Aleo

    Another +1 on being able to see details on the backlog. Are my agents ending their tickets with a backlog of Task A or Task B? Is the Backlog from End Users or Staff creating requests?

    0
  • Yoram

    Hi,

    This thread has been open for 3 years. According to the first comment, it should have been addressed in 2021.

    There is a real need to be able to use ticket attributes in the backlog dataset.

    Without that, the backlog reporting is inaccurate.

    For example, there is no option to filter out merged tickets.

    One use case that we have is as follows:

    With any phone call, a ticket is automatically created and the call is recorded.

    If we have a few phone calls with a customer on the same subject, a few tickets are created for the same issue and we merge them into one central ticket.

    Each of the merged tickets is counted and impacts the backlog report, therefore showing wrong information about the volume of tickets.

     

     

    0
  • Shawna James
    Community Product Feedback Specialist
    Hey Yoram, thank you so much for taking the time to provide us with your feedback here. We understand the frustration when the features we want to see built are not implemented. Based on your response, I wanted to point you in the direction of our product feedback forum for Explore where we collect product feedback and where our PM’s review feedback from our customers. This documentation page is not meant to resolve product feature enhancement requests. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!
    0

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