Allow custom fields in Backlog Dataset


  • Official comment
    Clay Turk
    Zendesk Product Manager

    Hi all, we really appreciate all of the feedback here and I wanted to give an official response to everyone on our plans around the Backlog dataset.

    As some of you may be aware, this dataset is a daily aggregation per account, and meant to provide general reporting on the overall backlog for the previous 24 hours. To allow granular slicing and dicing within that time period based on custom fields would make this dataset so large it wouldn't be queryable in any performant way. There is currently no scalable way to track every single change and then accurately roll that up for a 24 hour snapshot that would be usable in a query.

    That being said, there are a few suggestions in this thread around adding Ticket Form, Group and Organisation as additional attributes, and while we already have Group as an option, the other two are excellent suggestions that we can accommodate.

    So, in summary, Explore will not be adding custom fields to the Backlog dataset, but we will add two additional attributes for Ticket Form and Organisation in the coming months. Thank you again for the feedback, and please keep it coming.

  • Pete Holborow

    I would also very much like this functionality.

  • Martin Cubitt

    This would hugely improve the value of the dataset.

  • Jason Hempel

    This would be a massive benefit to our internal reporting. 

  • João Pedro Ougano

    This level of info would be precious! Our Backlog reports are handicapped, once custom fields are the base of our tickets operation!

  • Becca

    Agree with all of the above comments. Custom fields are crucial to our team's workflow and we need a way to measure trends over time.

  • Lyra Health

    This would be hugely valuable, as aforementioned by others here. 

    Why can't backlog be filtered by Ticket form? 

    Is there a plan to add more ticket attributes to the backlog Explore data pool to be able to filter by?   I attempted to do a calculation on Ticket Form within brands but the data set available to me is extremely limited.

    Is Zendesk planning to add at least a few more attributes into the Backlog Explore dataset? 

  • Melvin Magro

    I would also like to have this functionality. Would be advantageous for our company

  • Dane Kalinic

    Just agreeing with all the comments and upvoting to get more traction.  Totally want what Samantha's is asking too around Ticket form. Especially as it's a Standard Zendesk field.

    Also want custom fields too.


  • Anne-Flore Caire

    Very very interested too !!!

  • Derrek Jennings

    Add ticket form please.

  • Justin

    This is crucial for us

  • Andy Newsham

    Can't come fast enough for us!

  • Sam Donovan

    +1 We need this to accurately report our backlog using custom fields

  • Martin Cubitt

    Two years and no progress. Very disappointing...

  • CJ Johnson

    Without this, there's basically no use case where this dataset is helpful for me personally. Would be great if this was available. 

  • Erin Shevlin

    The backlog dataset would be extremely beneficial if it could be filtered on specific fields. For example, if the backlog is growing it would be helpful to filter (or add a row/column) by the On Hold Reason so we can determine which team is the cause of the backlog spike.

  • Matt Farrington-Smith

    This would be ridiculously helpful - not only custom fields, but common ones like ticket ID or subject even!

  • Pat Harland-Lee

    Really looking to report on at least backlog per Group and per Organization!

  • Joshua Vestal

    Yes, the ability to sort backlog by the custom ticket forms that we use in our organization, would allow us to track metrics much better.

  • Mark Leci

    @... thank you for the follow up and the context on future development! 

  • Martin Cubitt

    Has there been any progress or confirmed plans when we might expect this?

    Most of the workarounds to the limited configurability of Zendesk standard fields requires custom fields, so it is extremely disappointing we cannot get this information into such an important dataset.


  • Jimmy Rufo

    Pretty poor planning, if this was available in GoodData, and was removed for Explore.  We also need to track backlog by custom fields.

  • Martin Cubitt

    If you can add Ticket Form that would be great for me, as that would effectively allow me to report on backlog by ticket type.

  • Leonardo Elizeche

    I agree.... gooddata capabilities lost in Explore...



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