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Explore: Backlog Report Based on Time Frame

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Michael Eddleman

Posted Sep 27, 2021

Hello, 

I would like to create a report that breaks down the backlog of tickets by the age of the ticket.  

Example:

  1. Tickets are 3 days or less old
  2. Tickets are 4 -10 days old
  3. Tickets are 11 - 30 days old
  4. Tickets are are greater than 30 days old

What I am wanting to do is monitor the backlog based on the above time frames to see what % of tickets are backlogged based on our monthly ticket volume. This will be done on agent level as well as a group.  

I am not sure how to do this in the Calculations.  I am very new to reporting. 

Thank you

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    Gab Guinto

    Zendesk Customer Care

    Hi Michael,

    If your working specifically with the Support: Backlog dataset, then I'm afraid this is not possible. The metrics for ticket age is not available under this dataset. Sorry about this.

    But, you should be able to build custom queries using the Support: Tickets dataset, and report on the breakdown of unsolved tickets by bracket. You can build your custom attribute around the default Unsolved tickets age metric. Here's a sample formula:

    IF (VALUE(Unsolved tickets age (min)) < 60*24*4)
       THEN "3 days or less" 
    ELIF (VALUE(Unsolved tickets age (min))>=60*24*4 AND VALUE(Unsolved tickets age (min)) < 60*24*11)
       THEN "4-10 days" 
    ELIF (VALUE(Unsolved tickets age (min))>=60*24*11 AND VALUE(Unsolved tickets age (min)) < 60*24*31)
       THEN "11-30 days" 
    ELIF (VALUE(Unsolved tickets age (min)) >= 60*24*31)
       THEN ">30 days"
    ENDIF

    This will slice your data by the age of unsolved tickets. You can further slice your results by group and by agent/assignee.

    Since this is not under the Backlog dataset, you may need to regularly generate the report and export the results by the end of each day, or by the end of a particular period if you need to compare the results over time.

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