Insights recipe: First reply time heatmap

By Ray Light, GoodData

Zendesk Explore, our new analytics software, is replacing Insights. Most customers who purchased Zendesk Support after July 2018, or have been migrated to Explore don’t have access to Insights. You can find Explore in the Zendesk product tray.

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.