Report on Aged tickets and Backlog report weekly.
Backlog is a very important metric to track for any support team, by doing this we ensure that we maintain the churn of the tickets and not let any issue get stuck.
There are two things that we do
- No of tickets falling in various day ranges such as 15 days, 30 days, 60 days etc this can also be called as Aged tickets
- Total no of unsolved tickets at a given day or week/month/quarter/year. Which then can be plotted in a graph to show week on week and so on.
We were able to create these reports with help us the support team and I can't say thanks enough--they are the best.
Report on - Aged issues.
So to create this report, we need to create custom metric
1. Tickets where Age <30 days
SELECT # Unsolved Tickets WHERE (SELECT Ticket Age (days) [AVG] BY Ticket Id ) < 30
2. Tickets where Age > 30 days and less than 90
SELECT # Unsolved Tickets WHERE (SELECT Ticket Age (days) [AVG] BY Ticket Id ) between 31 and 90
3. Tickets where Age between 91 and 180
SELECT # Unsolved Tickets WHERE (SELECT Ticket Age (days) [AVG] BY Ticket Id ) between 91 and 180
4. Tickets where Age Greater than 180
SELECT # Unsolved Tickets WHERE (SELECT Ticket Age (days) [AVG] BY Ticket Id ) > 180
And then select them in What .
Now next step would be How , so we selected Region, this is one of our custom field to capture the region of ticket.
Backlog Week on Week
**Steps to create this report**
1. Open Good data and create report, click on What and select the metric # Backlog Tickets
2. Under how select the attribute Week (Sun-Sat)/Year (Event)
3. Under filter set it like below, as this is an important step. This means we are taking the sum all unsolved issue on the day and show it for the week.
Along with that I also filtered to select only my engineers from the large global team to report on number only for my team.
The same method can be used for creating month on month report as well.
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Ravi, this is awesome! Thanks for sharing it with the community.
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Does somebody know an option how to measure "open" (new, open, on-hold, but NOT in pending state) tickets' age? I mean I would like to create a report about those tickets what are opened longer than 8 business hours by our helpdesk, excluding that time when we are awaiting for customers.
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Hi Szabolcs Szilagyi!
You'd want to look at the metric Ticket Age (Open Tickets), which is New, Open, and Hold status. You can also add Ticket ID and Status. GoodData also has an article for this as well (see here).
To incorporate business hours, you'd want to make an automation that tags tickets 8 hours after creation. Then you can add that to the report.
You could also build a custom metric to measure this. We're not able to tell you exactly how to do it here in Support, but there are a lot of Insights resources available to you in the community. You can also make a request for that metric here. If enough people comment, we might be able to make a tip of the week!
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Does anyone know of a way to get backlog broken down by product? I've not found a way to do this since "product" is a custom field.
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Hello rdimarzio,
You can actually create reports based on custom fields. There are imported as different objects in GoodData depending on their types. For more details about that you can check the following article:
https://support.zendesk.com/hc/en-us/articles/203662446-Reporting-on-custom-fields-in-Insights-Plus-and-Enterprise-#topic_fgt_12c_54I hope that helps!
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@Solene,
Thank you for the input, but I have to admit, I'm understanding how to use this data. If opening a support ticket is the correct way to get help on this subject, I'd be happy to do so.
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Is it possible to generate a report that shows the age of a ticket at a point in time such as daily, weekly or monthly?
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@Rdimarzio,
I've looked further into that workflow and unfortunately that would be quite difficult to implement. The problem here is that the backlog report is in a completely different section in the data model than where the custom field that you created would be. So while we can create reports on custom ticket fields and reports on backlog data, getting the two to work together would not be possible at this time.
@Karyn,
Reports are updated when a specific event happens or actions the ticket, until that point no data is written. So unfortunately your ideal report would not be possible to create. The limitation of Good Data is that it does keep running totals of any specific metrics. Specifically with the ticket age metric changing the ticket status for example should update the event in question.
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Current ticket aging report throws result in calendar days, could you please help me create the same report in business days?
Thanks
Eshmeet
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Hi Eshmeet!
If you look in the Backlog Week on Week section of this article and go to step 3, you'll see a screen shot of what building this report looks like.
Click where it says Click to select specific values, and choose the days you want included in the report. That should take care of it!
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Hi,
I've search in Zendesk comunities, KB, and in GoodData MAQL doc. I am struggling to find an answer to this question...
I am using the following MAQL statement:
SELECT # Unsolved Tickets WHERE ( SELECT Ticket Age (Days) [AVG] BY Ticket Id ) between 30 and 60
Does the "between" act as an inclusive here? Meaning will I return a count of the tickets that are aged 30 to 60 days "inclusive"? or will this return starting at age 31 days to 59 days?
If the MAQL "between" is not inclusive, is there an alternate MAQL clause/syntax that would be inclusive? or do I simply change my statement to be between 29 and 61 ?
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Hi Chris,
I can confirm, when using BETWEEN, the two date range end points are inclusive:
https://help.gooddata.com/display/doc/BETWEEN
I hope this helps! Happy reporting!
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Hi Guys, I had just one question, while running the code provided, I am getting Unknown object (uri: AVG). Could you please help me here
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Hi Kriti,
Are you using the metric in Zendesk Insights?AVG is in the name of the metric used for this.
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Jessie -
You refer to a screenshot under step 3 of Backlog week by week, however I am not seeing any screenshot.
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Hi Heather!
Hm, it looks like the image broke since my last comment. This is a Tip generated by one of our community members so I can't guarantee that we'll be able to replace it, but I'll try!
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@ Jessie
I am also running into the same issue with the missing screenshot! Any help you can provide would be great as currently I am showing the screen below but I assume that the filter will get around this.
Even if we don't get the screenshot back, knowing what filter to apply should be enough.
Thanks!
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The screen shot in #3 of Backlog Week on Week appears to be mission.
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Hi everyone!
I apologize for the inconvenience on this. I'm working finding someone who might be able to help.
As I mentioned before, this is a Tip written by a Community Member, which means that we don't have access to the original images that they posted. If those images become unavailable for some reason, we don't have a way of retrieving them and we have to rely on other Members to volunteer to re-create the images or the entire tip.
Be assured that I'm looking into this, and I'll let you know if I come up with a fix.
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Why was Tickets days Avg was used instead of Ticket days open?
thanks
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Hi Taimur,
The Ticket Age (days) [AVG] metric will look at the average number of days between the ticket created date to the present BY ticket ID WHERE deleted tickets are not included. This will include tickets regardless of status where as Ticket Age (Open Tickets) will not include any tickets in the Deleted, Solved, or Closed statuses.
If you want to exclude solved tickets from this metric then you can certainly use Ticket Age (Open Tickets) instead.
Hope this helps!
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If I wanted to create these custom metrics in Zendesk Explore for a query, which Data Set would I use fo rthe query?
- Tickets
- Ticket Updates
- Backlog history
Thanks.
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Hello Randy Nieukirk
In the Tickets dataset schema you have a metric called Unsolved tickets age (hrs). If you want to customize the metric then you should do it in that dataset! For more information, see Tickets metrics.
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