Ticket Backlog - Filtering by Ticket Age | Community
Skip to main content

Ticket Backlog - Filtering by Ticket Age

  • August 1, 2022
  • 4 replies
  • 0 views
Chris19

Hey all

I made a backlog report that shows me how many tickets we had open at the end of each 1 week period:
Metric: SUM(Tickets)

Column: End of week (Sun-Sat)

Filter: Backlog recorded - Date (12 weeks in the past to 1 weeks in the past)

In my Organization, we consider to Backlog to be the number of aging tickets at the end of each period. I would like to create a report just like this, but have it only account for the tickets that were open at the beginning of the period.

I want it to show the number of tickets that were open at the beginning of the period that were still open at the end of the period. If a ticket was created during the period, I would like it to be ignored from this report. 

The options we are given in the Backlog dataset seem to be very limited, but I'm hoping somebody has a solution to my problem and I'm hoping I'm just missing something simple  :)

Thanks in advance!

    4 replies

    Allen11
    • Allen11
    • April 5, 2023

    @chris19 Have you been able to figure this out? Similarly, I consider a backlog ticket that's older than X days, but I didn't see a way to filter by either date a ticket was created or by age.

    Alex89
    • Alex89
    • April 19, 2023
    Hey Allen,
     
    If you are using the tickets dataset you should have a metric for Unsolved Tickets Age and then you can use the metric filter to filter for tickets older than x days.
     
    Let me know if you have any further questions.
    M
    • Marc40
    • September 18, 2023

    @alex89 The problem with what you've described is that the only date fields available in the Tickets dataset are created and solved dates.  There doesn't seem to currently be a way to identify the Average Ticket Age, Avg. time to first response, and Average time to Resolution based on the status of all tickets at the end of a time period.  The Backlog dataset would allow this if there was an Average ticket Age field available.

    When using the Tickets dataset for this and using Ticket created date as the X Axis, older tickets will eventually drop off the chart and you won't get an accurate portrayal of the performance of the support team as you would if you had a snapshot of the average ticket age at the end of each day.

    Elaine14
    • Elaine14
    • September 30, 2023
    Hi Marc,
     
    You might consider creating calculated metrics using the following formula to calculate the average. I trust this will be beneficial for your needs!
     
    SUM(Unassigned tickets)/SUM(Tickets)
    Terms & ConditionsCookie settingsAccessibility statement