By Ray Light, GoodData
Zendesk is removing Insights reporting on February 5th, 2021. If you are using Insights, you need to move to Explore, the latest generation of reporting for Zendesk products, before that time. If you need more time to move to Explore, you can apply for an extension using this form before January 22, 2021.
This report is a great tool for seeing your first reply time compared to when tickets were created. If you set up your business hours in Zendesk, you can customize this report to reflect those times.
The report is defined with these elements; however, any of these metrics or attributes can be changed to fit your report.
WHAT
- First Reply Time [AVG]
HOW
- Hour Ticket Created
- Day of Week (Created)
FILTER
- Quarter (Ticket Created) is current calendar quarter
It's clear from this sample report that from midnight - 10am, tickets are responded to rapidly, while after 10am, first reply time significantly increases. Variants to this report can include filters for particular agents or groups, or even different metrics, such as # Tickets created (to see hot spots during the day).
To use colors in this report, you must apply custom metric formatting. You can do this in the Configuration module on the right side of the report creation page. Enter this formula in the Custom Number Formatting section.
- [<40][backgroundcolor=00CC00]#,# min;[<80][backgroundcolor=39E639]#,# min;[<120][backgroundcolor=67E667]#,# min;[<160][backgroundcolor=FFF173]#,# min; [<200][backgroundcolor=FFEC40]#,# min;[<240][backgroundcolor=FFE500]#,# min;[<280][backgroundcolor=FF7373]#,# min;[<320][backgroundcolor=FF4040]#,# min;[>320][backgroundcolor=FF0000]#,# min
Note: If multiple colors do not appear, you may have to enter new minute values to reflect your first reply time rates. The minute values are represented in the [<] portion of the metric.
6 Comments
What is the alternative method to see the heatmap on Team subscription?
Hi Tanvee,
The Team plan does not include Insights, so you won't be able to use this tool to build a custom report. You can still view First Reply time in your account's Reporting Overview, and you have access to the Zendesk API if you'd like to export data from your account and report on it yourself.
I hope this helps!
I tried to set this up for my instance of ZenDesk but I was unable to locate the "How" labeled "Hour Ticket Created". I am only able to locate "Date Ticket Created" but using that metric it doesn't populate the report like in the example above.
Hey Ruth! Welcome to the Community.
There have been some changes to some of the attribute and metric names in Insights, so I'm going to check on this to see if you should be looking for something else. Sit tight!
Hi Ruth,
You should see a metric called "Hour Ticket Created" (the name has not changed). This is what it looks like within the interface:
If you're not seeing it, could you try clearing your browser's cache and cookies as they may have become outdated. If that doesn't work, submit a ticket to our team at support@zendesk.com so we can take a look at your account. But I hope clearing your cache works!
Hi,
Does anyone know how to use the colour formatting with a time format like {{{3600||00}}}:{{{60|60|00}}} ? This shows the figures like 00:00.
I have tried multiple things, but they all seem to fail.
Thanks
Paul
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