Report of the Week - Tickets Backlog History

In this Report of the Week, let's see how to create a report on Tickets Backlog History over Help Desk data using Data Snapshot.

Tracking Ticket Backlog (the number of unresolved tickets) is an effective way to determine the efficiency of your customer support process. Sooner your customers receive the solution, the happier they are. 

For this, Advanced Analytics connector for Zoho Desk, Zendesk or Teamwork Desk provides a pre-built report on current unresolved tickets by agent and priority. 

However, the number of backlog tickets keeps changing every day as new tickets get raised and older tickets get closed. How do you compare the backlog of yesterday vs today, or with any day in the past?

Data Snapshot helps you in tracking this history. 

Data Snapshot allows you to capture and maintain historical data from a report. It periodically snapshots the data from a chosen report, and stores them in a table for historical report creation and analysis.

Using Data Snapshot, you can keep a record of the number of unresolved tickets at particular instances of time. 

The following video explains how to use Data Snapshot to record the status of unresolved tickets every day for historical report creation. 

Now you can monitor your Tickets Backlog over a period of time to improve your support process and keep your customers happy.

• Topic Participants

• Janani Thakshayani

  

• aeriels

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