Zendesk backlog by group or priority
Backlog is the set of open, unsolved tickets waiting for your team. A single number tells you size but not where the problem is. Segmenting backlog by group or priority (or by tag) shows you which segment is driving the number so you can triage, reassign, or add coverage there. This guide covers how to think about it and how to report it in Zendesk. For the main backlog how-to, see ticket backlog dashboard and Zendesk backlog report.
Why segment backlog by group or priority
- Group — Which team or queue owns the backlog? If one group has a large share of backlog (or growing aging), you can focus on that group (routing, capacity, or knowledge).
- Priority — Are high-priority tickets sitting in the backlog? Segmenting by priority shows whether you’re triaging and working the right tickets first. See ticket priority distribution in the glossary.
- Tag — Which issue types or topics are driving backlog? Tag-based segmentation helps with knowledge, process, or escalation. See Zendesk backlog report for how to add dimensions in Explore.
For definitions, see backlog and open tickets in the glossary.
How to report backlog by group or priority in Zendesk Explore
In Zendesk Explore you can build a backlog-style report (count of tickets in open/pending status) and add dimensions:
- Dataset — Support - Tickets (or equivalent); filter to statuses that represent “open unsolved” for you.
- Metric — Count of tickets in that status set.
- Time — By day or week so you see trend.
- Dimensions — Add Group and/or Priority (and optionally Tags) so you see backlog broken down by segment.
- Aging (optional) — Add time since creation (or last update) bucketed (e.g. 0–1 day, 1–3 days, 3+ days) so you see where tickets are stuck. See ticket backlog dashboard for why aging matters.
For step-by-step backlog reporting, see Zendesk backlog report. For a view that combines size, aging, and a path to the tickets, see ticket backlog dashboard.
How to use the breakdown
- Backlog concentrated in one group — Check routing, capacity, or handoff for that group. Reassign or add coverage if needed.
- High-priority tickets in backlog — Triage and work high-priority first; fix prioritization or routing if high-priority tickets are sitting too long.
- Backlog concentrated in one tag — May need knowledge, process, or escalation for that issue type.
Always drill to the tickets in that segment so you can triage, reassign, or escalate. For a full set of metrics and weekly cadence, see support metrics dashboard and support ops metrics.
Common mistakes
- Only watching total backlog — A single number hides where the problem is. Add group, priority, or tag (and aging) so you know where to focus.
- No path to tickets — Reports that don’t let you open the underlying tickets in that segment limit action. Use a ticket backlog dashboard or a tool that links to ticket lists.
FAQ
What’s the difference between backlog and open tickets?
Often the same: open, unsolved tickets. Some teams exclude “Pending” (waiting on customer) from backlog. See backlog and open tickets in the glossary.
Can we segment by assignee too?
Yes. Add Assignee (or equivalent) as a dimension in Explore so you see backlog per agent. Useful for workload balance and coaching.
Where does backlog by group fit in our weekly review? **
Include backlog (with optional breakdown by group/priority) in your support metrics dashboard or support dashboard template and review it in the same order each week (e.g. volume → backlog → first reply → resolution → reopens).