How are backlog tickets in the reports calculated? :

Last updated: 2023-07-25

Source: https://support.freshservice.com/support/solutions/articles/50000000566-how-are-backlog-tickets-in-the-reports-calculated-

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.