Backlog Report Help
I have seen a lot of questions about backlog datasets and there being limited filter options, so this may not be possible. Our executive team wants a report in good data where they can see the backlog for the last day of the month. Regardless of if they run the report on the 1st or 15th of the month, they want to see the same data set. I have not found a way to limit this to any particular day, aside from using the dashboards in Zendesk. That is an option but they are multiple reports they want in one location, and since we cannot modify the dashboards in Zendesk, that is not working for them.
For the time being i have scheduled a report to go out on the first of the month, but if we can do something else that would be great.
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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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Daniel--this is great, thanks. You're on fire today!
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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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That's great! Happy to have you helping out! And glad you are learning in the process. :)
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Thanks everyone, i think this will fit my needs!
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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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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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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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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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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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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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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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