When customers reach out with questions, it’s important to provide them with quick, helpful support – otherwise you risk increasing their frustration and potentially losing the customer altogether.

So when an organisation experiences a significant number of tickets that are open for an extended period of time, they need to act quickly to close out these long outstanding tickets as soon as possible, and identify and eliminate the cause of the backlog itself.

With this Recipe, you’ll be able to pull data from Zendesk and view a list of all the tickets in the organisation that’s been open for more than seven days, grouped by assignee, manager, team and more. That way, it’s easier to spot the source of the backlog and devise an appropriate plan of action to improve the situation.

Prefer a three-day threshold instead of seven? As with all our report Recipes, you can customise this template with additional data, filters, grouping and more to help you answer your specific questions.