Insights recipe: First reply time heatmap

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  • Tanvee

    What is the alternative method to see the heatmap on Team subscription?

  • Holly
    Zendesk Customer Advocate

    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!

  • Ruth Hawver

    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. 

  • Jessie Schutz
    Zendesk team member

    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!

  • Stephen Fusco
    Zendesk team member

    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 so we can take a look at your account. But I hope clearing your cache works! 

  • Paul


    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.




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