How can I create a Historical Backlog report in Insights for a specific customer?

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15 Comments

  • Andre Luís de Oliveira
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    I need it too, but have not found a solution.

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  • Brent
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    Hi Colin and Andre,

    Unfortunately it is not possible to slice Backlog metrics by User or Organization due to technical limitations. The backlog dataset is one of the most large and unwieldy datasets in the project as it contains a snapshot of all ticket intersections by day going back for all time on an account. There isn't a plan to add User or Organization as an attribute on that dataset because it would expand its size by potentially millions of rows on some accounts.

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  • Colin Piper
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    Thanks for responding Brent. 

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  • Derek Kiely
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    I need to be able to slice the Backlog metrics by ticket form. 

    Is there any plans to make this happen? Otherwise there is no way to track the historical backlog. 

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  • Carly Deibler
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    Hi Derek, we responded back to you about this here: https://support.zendesk.com/hc/en-us/articles/204411593-Using-the-Backlog-Dataset-in-Insights-Plus-and-Enterprise-

    Our reply:

    "Sadly, we have no plans at this time to expand the historical backlog dataset functionality. The backlog dataset is gigantic, as it has data of all tickets, for every day, going all the way back to the beginning of any given Zendesk instance. Adding further attributes would expand its size by potentially millions of rows on some accounts."

     

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  • Joel Rankin
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    Hi Zendesk Team,

    We have a similar requirement, where we need to segment our backlog by ticket attributes such as tags. This standard response of saying "the dataset is gigantic" is not going to hold water for too long as more customers need to use the backlog for more than just a fancy chart showing numbers.

    We need to understand why a backlog is as big as it is. This can only be done if we know more about the tickets in the backlog - tags, customer, custom fields, etc. At minimum, it would be useful to link the backlog ticket information to the current dataset, so we can use the current values on the ticket (e.g. customer, tag), to look back at the backlog history and dissect it.

     

     

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  • Colin Piper
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    Whilst I was not able to create a backlog report for a specific customer,  I was able to create a report of tickets created and tickets solved per day/week/month using a suitable axis. By that I mean an axis that showed consecutive periods even if there was no tickets. 

    Not sure if I have shared the recipe in these forums before but if you are interested I can dig this out.

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  • Joel Rankin
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    Hi Colin,

    Thanks for the suggestion. We too have recently created a report which shows the tickets created and solved over weekly periods. This allows us to see whats coming in versus what is solved.

    Unfortunately it doesn't indicate how much is in the backlog. So for example, we could have a great week where 50 tickets have been created, 50 have been solved, which looks great, but the backlog has 200 tickets (which we can't see from this report).

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  • Colin Piper
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    Joel, agreed. What I do is to list the number of current tickets and hope people can count backwards. Not ideal but is the best that is available.

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  • Ketan Tailor
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    Is it possible to create a historical backlog at all? We are trying to track our backlog per day so we can determine what the highest backlog was on a monthly basis

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  • Dennis Lynn
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    Hey Ketan,

    You can absolutely create a historical backlog! This article will give you some more information about the Ticket Backlog History dataset, and will even walk you through creating a Backlog Report:

    Using the Backlog Dataset in Insights (Professional and Enterprise)

    You'll definitely want to take an extra minute to read through the background on this dataset, as it can be a bit tricky.

    There is an example of this report too that may fit your needs, which can be found in the "Overview" tab of the default Insights dashboard. Based on what you are describing, I would encourage you to have a look and see if that would do the trick! 

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  • Shannon Brown
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    ZD Team - This is one of our very biggest paint points. Anyone using Zendesk at an Enterprise level, especially for B2B/E2E, we MUST know how we are doing for a given customer (Organization) over time. Create/Solve data is not enough. The Backlog is critical. 

    We would love to see this for custom fields, but I cannot fathom why it is not supported for the system field of Organization. We've been discussing and requesting this via our AE's for years, and we have yet to get confirmation on when and how this will happen. 

    Please help!

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  • Jessie Schutz
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    Hey Shannon!

    I just wanted to let you know that I followed up on your question internally and hope to have something to share with you before too long. 

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  • Nicolas Bergeron
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    Would be good to have such report - it helps to understand if we are falling behind per customer !! can't see how it is not possible with today's BI solution.

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