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Allow custom fields in Backlog Dataset



Posted Feb 16, 2019

We maintain a sizeable backlog as we manage a lot of back-and-forth in dealing with certain customers. It would be highly advantageous to us to be able to slice and dice these by custom fields. This capability existed within GoodData, but appears to have been lost to us now in Explore. 


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

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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.

 

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403929587954 thank you for the follow up and the context on future development! 

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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.

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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.

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

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

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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.

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

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Two years and no progress. Very disappointing...

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