Understand your Zendesk backlog
A Zendesk backlog report helps you see how your backlog changes over time, which segments drive it, and when to act. This guide covers how to think about backlog in Zendesk, how to report on it (including with Explore), and how to use the numbers operationally.
What backlog means in Zendesk
In Zendesk, backlog is typically the set of tickets that are open and not yet solved. (Some teams use “open” only; others exclude certain statuses. Pick a definition and stick with it.) Backlog in the glossary has the formal definition and calculation. For reporting, you need: count over time, optional aging, and breakdown by group, tag, or priority so you can prioritize.
How to report backlog in Zendesk Explore
Zendesk Explore supports reporting on ticket volume and status. To build a backlog-style report:
- Dataset — Use the appropriate ticket dataset (e.g. Support - Tickets) and filter to statuses that represent “open unsolved” for you (e.g. New, Open, Pending).
- Metrics — Count of tickets (e.g. Ticket count) in that status set.
- Time — Add a time dimension (e.g. by day or week) so you see trend, not just a snapshot.
- Breakdowns — Add dimensions like Group, Tags, Priority, or Assignee so you can see which segment is driving backlog.
You can also add aging by using the time between ticket creation (or last update) and the report date, bucketed (e.g. 0–1 day, 1–3 days, 3+ days). That tells you how long tickets have been waiting.
For a view that combines backlog size, aging, and a path to the tickets, see ticket backlog dashboard.
How to interpret backlog trends
- Backlog growing — Either ticket inflow increased or resolution slowed (or both). Check volume and resolution time next.
- Backlog stable, aging up — Tickets are staying open longer. Look at complexity, routing, or capacity in the segments where aging is worst.
- Backlog shrinking — You’re closing more than you’re adding. Good; keep an eye on reopen rate so quality doesn’t drop.
For a weekly cadence that includes backlog, see support metrics dashboard and support ops metrics.
Actions when backlog is high
- Triage — Sort by age or priority and work oldest or highest-impact first.
- Reassign — Move tickets to the right group or agent if they’re stuck in the wrong place.
- Temporary capacity — If volume spiked, consider extra coverage or overtime; if resolution slowed, look at process or training.
- Segment focus — If one tag or group dominates backlog, fix that bottleneck (knowledge, routing, or ownership).
Common mistakes
- Inconsistent definition — Make sure “backlog” is the same in Explore, in your dashboard, and in team talk (e.g. always “open + pending” or always “open only”).
- No time dimension — A single backlog count doesn’t show trend. Always show over time (e.g. daily or weekly).
- No path to tickets — Reports that don’t let you open the underlying tickets in Zendesk 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 they’re the same: open, unsolved tickets. Some teams exclude “Pending” (waiting on customer) from backlog. See backlog and open tickets in the glossary.
How often should we look at backlog?
At least weekly in your support metrics dashboard or support dashboard template. Daily if you’re close to capacity or in a peak period.
Can I see backlog by group or tag in Explore?
Yes. Add Group, Tags, or other dimensions to your Explore report so you can break down backlog by segment.