Understanding Backlog Evolution - Frequently asked questions
Frequently asked 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….
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,…
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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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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