Viewing Pre-Built Backlog History Reports in Zendesk
How can I view pre-built backlog history reports in Zendesk Explore?
You can easily view pre-built backlog history reports in Zendesk Explore by accessing the Support dashboard. These reports help you identify trends in your open ticket backlog over different time frames, such as daily or weekly.
To view these reports, click the Explore icon in the Zendesk product tray, select the Zendesk Support dashboard, and then click the Backlog tab. Here, you'll find reports like 'Daily historical backlog by status' and 'Weekly historical backlog by selected attribute'.
More related questions
What is the Zendesk ticket backlog history dataset?
The Zendesk ticket backlog history dataset provides a snapshot of your unsolved tickets at the end of any given date. This dataset is unique because it captures historical ticket information that isn't available elsewhere in your Zendesk account….
Can I create custom backlog history reports in Zendesk Explore?
Yes, if you're using Explore Professional or Enterprise, you can create custom backlog history reports using the supplied metrics and attributes. This allows you to tailor reports to your specific needs, such as displaying the number of unsolved…
Why can't I filter Zendesk backlog history reports by custom fields?
Currently, Zendesk backlog history reports cannot be filtered by custom fields or ticket tags. This limitation is due to the dataset's focus on storing a large amount of historical ticket information, which results in fewer available metrics and…
How often is the Zendesk backlog dataset updated?
The Zendesk backlog dataset is updated daily at midnight based on your account's timezone. This means that the snapshot of unsolved tickets is taken at the end of each day, providing a daily view of your ticket backlog. For the most current totals…
What are the limitations of the Zendesk backlog history dataset?
The Zendesk backlog history dataset has some limitations, including a limited set of attributes and the inability to filter by custom fields or tags. It prioritizes storing a vast amount of historical ticket information, which results in fewer…
How can I define a 'healthy' backlog in Zendesk?
Defining a 'healthy' backlog in Zendesk varies based on your workflow, ticket types, and expected SLAs. There isn't a one-size-fits-all number, so it's best to monitor your ticket activity over time to determine an average backlog that works for…
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