Zendesk Support Ticket Backlog Data - Frequently asked questions
Discover answers to common questions about accessing your Zendesk Support ticket backlog data in Explore. Learn about data availability, updates, and more.
Frequently asked questions
How often does Zendesk Explore sync Support ticket backlog data?
Zendesk Explore syncs Support ticket backlog data based on your plan. If you're on the Explore Lite plan, data synchronizes once every 24 hours. For those on the Explore Professional, Enterprise, or Legacy plans, data syncs one hour after the most…
What time is the Support ticket backlog data recorded in Zendesk Explore?
The Support ticket backlog data in Zendesk Explore is recorded at 12 am in your account's time zone. When you view this data in reports or dashboards, Explore displays it in your user profile's time zone. This ensures that the data reflects the…
How can I view my current Support ticket backlog in Zendesk Explore?
To view your current Support ticket backlog in Zendesk Explore, you need to create a report using the metric # Tickets from the Backlog history dataset. This allows you to see the backlog at any given date in the past, except for today. This…
Can I see when my ticket data was last updated in Zendesk Explore dashboards?
While you can't see the last update time directly on the Zendesk Explore dashboards, you can find this information in individual reports. In the top left corner of each report, you'll see the last updated time, which helps you track when the data…
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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.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
Ella Roy Customer Success Manager
Zeffy
Zeffy
Read Zeffy's case study
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
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Read Zinc's case study
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
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