Backlog Report Help

12 댓글

  • Dan Cooper
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    The Insights Metric Reference might be a worthwhile read as it has a pre-built filter listed for what you are looking for.  However, if you build a report as shown below, I think you'll get what you need. 





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  • Jennifer Rowe
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    Daniel--this is great, thanks. You're on fire today!

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  • Dan Cooper
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    Thanks Jennifer!  I figured I'd try a few today and learned a few things (this one is stepped up my reporting game a notch, glad I saw it). 

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  • Jennifer Rowe
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    That's great! Happy to have you helping out! And glad you are learning in the process. :)

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  • Ken Shampo
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    Thanks everyone, i think this will fit my needs!

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  • Nicole - Community Manager
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    @Ken glad to see you found a solution that will work for you. As always, let us know if you need anything else!

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  • Aswin Kannan
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    Is this possible to create this for everyday? We'd like to see the backlog of email tickets every day (New and Open tickets). So I want to include Ticket Via Email and Ticket Status is New, Open in the report somehow.

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  • Graeme Carmichael
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    Aswin

    If you are looking for a snapshot of tickets as at today, you do not have to use the backlog dataset. The backlog has fewer options for slicing your data. You can certainly use ticket status, ticket via and many other objects in the HOW section. You can then use #tickets metric. 

    If you need to report on #tickets as at a past day, then you need to use the backlog dataset. 

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  • Aswin Kannan
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    Hi Graeme - How do I get the data date-wise? Which metric do I select on HOW to get the count of New/Open tickets at the end of every day? I have tried Date Created, Updated, Event, nothing fits as per the requirements. I want to see how many # of tickets are left in New/Open Status every day.

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  • Graeme Carmichael
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    If you are looking for the #tickets currently  in those statuses, you do not need to include any date in your report. 

    Is that what you are after or do you want to see historical counts on one report?

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  • Aswin Kannan
    댓글 작업 고유 링크

    I'd like to see the historical counts in one report, so that's where the date part is confusing me. It must be a simple report to get, unless I'm missing something.

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  • Aswin Kannan
    댓글 작업 고유 링크

    Zendesk Team - I have a very confusing situation (there's a ticket going on, but I don't see the solution happening). I have a report of # Tickets in New and Open state. We are on Professional plan, so it syncs every day, and I get this report scheduled to me every day, which essentially acts as a backlog count. However, when I create a report for #Backlog Tickets, the numbers are not matching.

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