How are backlog tickets in the reports calculated?

Modified on Tue, 25 Jul, 2023 at 5:27 PM

This is a count of all the tickets in your service desk that are currently not in resolved/closed status. So setup a report by navigating to Analytics --> New Report --> Drag and drop a chart --> Set the Date Range according to your requirement --> Status does not include ''Closed and Resolved''. And you can group by Agent name or group name according to your requirement.