Allow custom fields in Backlog Dataset

21 댓글

  • 공식 댓글
    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.

  • Samantha Bellach

    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? 

    7
  • Martin

    This would hugely improve the value of the dataset.

    4
  • 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.

    3
  • Pete Holborow

    I would also very much like this functionality.

    2
  • João Pedro Barbosa Ougano Nunes

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

    2
  • Melvin Magro

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

    2
  • Dane K

    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.

     

    2
  • Samuel Donovan

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

    2
  • Jason

    This would be a massive benefit to our internal reporting. 

    1
  • Martin

    Two years and no progress. Very disappointing...

    1
  • Matt Farrington Smith

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

    1
  • Anne Flore CAIRE

    Very very interested too !!!

    0
  • Derrek Jennings

    Add ticket form please.

    0
  • Justin

    This is crucial for us

    0
  • Andy Newsham

    Can't come fast enough for us!

    0
  • 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. 

    0
  • 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.

    0
  • Pat Harland-Lee

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

    0
  • Josh 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.

    0
  • Mark Leci

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

    0

댓글을 남기려면 로그인하세요.

Zendesk 제공