Insights recipe: Ticket creation 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 shows how quickly tickets are created during the day. This is useful for identifying peak hours and determining whether your team is adequately staffed.

Note: This recipe uses green as the primary color. You can color your report in blue, green, or red using the custom formatting codes given at the end of this report.

Creating your report

You only need one metric to create this report. This metric must be created in the Advanced Metric Editor. For more information on the Advanced Metric Editor or creating custom metrics see Creating metrics and reports on GoodData's support site.

The metric is defined as:

SELECT # Tickets / (SELECT # Tickets BY ALL OTHER)

• SELECT # Tickets computes the number of tickets. This metric is sliced by attributes and can be selected through the pick-list Metrics folder.
• (SELECT # Tickets BY ALL OTHER) divides the number of tickets in each attribute by all eligible tickets. The BY ALL OTHER clause locks the aggregation to include all # Tickets .

  

This report uses the Day of Week (Sun-Sat) Ticket Created  and Created at Hour attributes. These attributes distribute tickets by the day and hour created.

Generating the heatmap

Once you create your report, you can now set the primary color of your heatmap. This report uses colors to compare values to other values, instead of the actual result. To configure these colors, you can use custom formatting codes in the Custom Formatting module. At the end of this report are blue, green, and red formatting codes. You can copy-and-paste these codes directly.

• Blue:

  [>=.011][backgroundcolor=0A1F33][color=0A1F33]#%; [>=.01][backgroundcolor=143D66][color=143D66]#%; [>=.009][backgroundcolor=1F5C99][color=1F5C99]#%; [>=.008][backgroundcolor=297ACC][color=297ACC]#%; [>=.007][backgroundcolor=3399FF][color=3399FF]#%; [>=.006][backgroundcolor=5CADFF][color=5CADFF]#%; [>=.005][backgroundcolor=85C2FF][color=85C2FF]#%; [>=.004][backgroundcolor=ADD6FF][color=ADD6FF]#%; [>=.003][backgroundcolor=D6EBFF][color=D6EBFF]#%; [>=.002][backgroundcolor=EBF5FF][color=EBF5FF]#%; [<.002][backgroundcolor=ffffff][white]0; [=Null][backgroundcolor=ffffff][white]0

• Red:

  [>=.011][backgroundcolor=660011][color=660011]#%; [>=.01][backgroundcolor=99001A][color=99001A]#%; [>=.009][backgroundcolor=CC0022][color=CC0022]#%; [>=.008][backgroundcolor=FF002B][color=FF002B]#%; [>=.007][backgroundcolor=FF3355][color=FF3355]#%; [>=.006][backgroundcolor=FF667F][color=FF667F]#%; [>=.005][backgroundcolor=FF99AA][color=FF99AA]#%; [>=.004][backgroundcolor=FFCCD5][color=FFCCD5]#%; [>=.003][backgroundcolor=F7D4DA][color=F7D4DA]#%; [>=.002][backgroundcolor=F0DBDF][color=F0DBDF]#%; [<.002][backgroundcolor=ffffff][white]0; [=Null][backgroundcolor=ffffff][white]0

• Green:

  [>=.011][backgroundcolor=226600][color=226600]#%; [>=.01][backgroundcolor=339900][color=339900]#%; [>=.009][backgroundcolor=44CC00][color=44CC00]#%; [>=.008][backgroundcolor=55FF00][color=55FF00]#%; [>=.007][backgroundcolor=77FF33][color=77FF33]#%; [>=.006][backgroundcolor=99FF66][color=99FF66]#%; [>=.005][backgroundcolor=BBFF99][color=BBFF99]#%; [>=.004][backgroundcolor=DDFFCC][color=DDFFCC]#%; [>=.003][backgroundcolor=DFFAD1][color=DFFAD1]#%; [>=.002][backgroundcolor=E3EDDE][color=E3EDDE]#%; [<.002][backgroundcolor=ffffff][white]0; [=Null][backgroundcolor=ffffff][white]0