In this recipe, you'll learn how to create a report that displays the number of tickets that were unsolved in your account at the end of each month.
This article contains the following topics:
What you'll need
Skill level: Easy
- Time required: 15 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
Creating the report
To create the report
- In Zendesk Explore, click the reports () icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Backlog history, then click Start report. The report builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Backlog tickets (unsolved) > Tickets, then click Apply.
- In the Rows panel, click Add.
- From the list of attributes, choose Time - Backlog recorded > Backlog recorded - Year and Time - Backlog end of period > End of month, then click Apply.
Optional: Applying a date filter
- In the Filters panel, click Add.
- From the list of attributes, choose Time - Backlog recorded > Backlog recorded - Date, then click Apply.
- Click the filter you just added, click Edit date ranges, and then configure your required dates.
I would like to know how can I get a monthly backlog of tickets for a certain organization? I want to show that each month we were able to lower the backlog of tickets and that we improved in this area. However, I wasn't able to figure out the correct setting. Is it even possible with the current Explore features? If not, where can I upvote the idea?
This doesn't work. it's displaying MILLIONS of tickets. We only have 17, 000 in total.
Unfortunately there is currently no way to report on Organisations from the Backlog History Dataset. There is also some more information on this here:
Why can't I see most of the attributes when reporting on Backlog Tickets in Explore?
Feel free to create a Feedback Post about this here: Feedback on Explore
To workaround this, you might need to create a report in a different Dataset, such as the Tickets Dataset using the Metric Unsolved Tickets.
I hope this helps answer your question.
This might occur because the Metric aggregates the SUM of all your unsolved Tickets.
To measure how many backlog tickets were recorded at the end of the month/year, you can use the Backlog end of period attribute. Then make sure to exclude the values for "NULL" in that attribute.
Feel free to look at What is the difference between Backlog recorded and Backlog end of period? for more information on the attributes.
Let us know if this still does not help you get the result you are hoping to see.
How can this be set up to show a series of results across two years (for example April 2020 to April 2021)?
With the setup as above, there are different graphs by years. I'd like all this information in a single year.
@... I prefer to run this report using the dates in the columns instead of rows. That should combine all the info into a single graph for you.
I am missing filters in this data set so I cant know how many unsolved specific kind of tickets i had in a past date as I dont have for instance the ticket form filter. This is a big missing for us.
The team is working on to add more attributes to the Backlog dataset in Explore, and per the Product Manager, this includes the attribute for Ticket form. There's no definite timeline yet for this, but you can check out this thread with a pinned post from Product. You can also follow that post to get notified when there's a new update on this.
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