How is our backlog developing

Your backlog is the count of unsolved tickets at the end of a day. Explore keeps that history in its own dataset.

Your backlog is a snapshot of the tickets that were still unsolved at the end of a given date. Explore records that snapshot every time your data synchronises, and keeps the history in a dataset of its own, Support - Backlog history.

Build the month by month view

1. In Explore, click New report and choose the dataset Support > Support - Backlog history.
2. In Metrics, add Backlog tickets (unsolved) > Tickets.
3. In Rows, add Time - Backlog recorded > Backlog recorded - Year and Time - Backlog end of period > End of month.
4. To narrow the period, add Time - Backlog recorded > Backlog recorded - Date as a filter and set the range you want.

The simpler version, created against solved

If you want the movement rather than the standing total, build it on Support - Updates history instead, with the metrics Tickets created and Tickets solved and the attribute Update - Date for daily results, shown as a column chart. Use Update - Day of week to compare weekdays, and on the Advanced tab pick a whole number of weeks so a half week does not skew the average.

Two things about this dataset

It holds far more history than the other datasets, and to keep that workable it carries fewer metrics and attributes than you may be used to. If a report takes too long or times out, add a filter to restrict the result rather than waiting it out.

See also

• Which datasets exist
• How many tickets come in per week
• The ticket progress dashboard