Calculating Backlog Numbers in Zendesk
How is the backlog number calculated in Zendesk?
The backlog number in Zendesk is calculated by taking the number of unsolved tickets at the end of each day. To find the backlog for a specific day, you add the new tickets received that day and subtract the tickets that were solved.
For example, if you have a backlog of 155 tickets at the end of the 12th, receive 34 new tickets on the 13th, and solve 24 tickets on the 13th, your backlog at the end of the 13th would be 165 (155 + 34 - 24). This calculation helps you track how your backlog changes over time.
More related questions
What is the Backlog Evolution report in Zendesk?
The Backlog Evolution report in Zendesk is a tool that helps you track your unsolved tickets over time. It provides a graphical and numerical representation of your ticket backlog, allowing you to see trends and allocate resources more efficiently….
What does an upward trend in backlog evolution indicate?
An upward trend in backlog evolution indicates that your current resource allocation may not be sufficient to handle incoming requests. This means that your team is not solving as many tickets as are coming in, leading to an increase in unsolved…
Why do backlog numbers change in Zendesk reports?
Backlog numbers in Zendesk reports can change because the system checks the current status of all your tickets when generating a report. If a solved ticket is reopened and solved again, the report will reflect the latest solve date, altering the…
Can I create a Backlog Evolution report in Zendesk Explore?
Creating a direct equivalent of the Backlog Evolution report in Zendesk Explore is not possible due to the separation of datasets. However, you can create separate reports for tickets created, tickets solved, and backlog using the respective…
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