Excel Formula for Calculating Backlog of Tickets

Definition of Backlog

In the context of ticket management, "backlog" refers to the total number of unresolved tickets that are open at any given point in time. This encompasses both newly added tickets and those that remain unresolved from previous periods.

Formula

To calculate the backlog of tickets in Excel, you can utilize the following formula:

=COUNTIF(B:B, "Open") - COUNTIF(C:C, "Resolved")

Breakdown of the Formula:

• COUNTIF(B:B, "Open"): This part of the formula counts all the tickets that are currently marked as "Open". Here, B represents the column containing the status of each ticket.
• COUNTIF(C:C, "Resolved"): This component counts all tickets marked as "Resolved". The C column represents the column where resolved tickets are indicated.
• The final result gives you the number of tickets that remain unresolved, thus representing the backlog.

Practical Example

Data Setup

Assume you have the following data structure in your Excel worksheet:

Expected Results

1. Open Tickets: Tickets with "Open" status (1, 2, 3, 5, 7) count = 5.
2. Resolved Tickets: Tickets marked as "Resolved" (1, 2, 3, 7) count = 4.

Application of the Formula

In your Excel worksheet, input the above formula into a cell, e.g., D2:

=COUNTIF(B:B, "Open") - COUNTIF(C:C, "Resolved")

Results Interpretation

After calculating, the formula should output:

• Total Backlog: 5 (Open Tickets) - 4 (Resolved Tickets) = 1

Thus, the backlog of tickets is 1.

Conclusion

This formula provides an accurate and efficient means to calculate the backlog of unresolved tickets in Excel. Utilizing the COUNTIF function allows for dynamic tracking of ticket statuses as they change over time. For further enhancement of your Excel skills, consider exploring additional resources available on the Enterprise DNA Platform.