Insights: Tickets by time of day created Follow

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15 comments

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    Jessica Ferreira

    This is great but it shows me the accumulation of all my tickets. IS there a way to narrow it down by day, week or month please?

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    Solène Regnier

    Hello Jessica,

    Click on the menu Filter and you will be able to filter your report by date. Please have a look to these 2 links for more details: https://support.zendesk.com/hc/en-us/articles/203662816-Insights-date-dimensions https://help.gooddata.com/display/doc/Filter+for+Dates 

    Thanks,

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    Justin

    This seems like a great start. Is there any way to export more exact data about when tickets were created (i.e., the timestamp instead of just the hour)?

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    Dwight Bussman

    Hi Justin,

    You could use the method described in the following article to get the exact time as an epoch timestamp: https://support.zendesk.com/hc/en-us/articles/205367047-Insights-Reports-Duration-between-two-or-more-ticket-events-in-minutes Once there, there are a few ways to convert that epoch timestamp to current time.

    Unfortunately, there isn't a good way to get a standard timestamp, though.

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    Alex Zlatkus

    Maybe I missed a step, but how do you get each hour to be a different color?

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    Dwight Bussman

    Hi Alex,

    Sorry we didn't include that step in our article! In order to have each out get its own color, you will need to go into the configuration:

    then drag "Hour Ticket Created" from the Horizontal (x) line down into the Series section and hit apply.

     

    Please let me know if this helps!

  • Avatar
    Alex Zlatkus

    Works like a charm!

    Thanks Dwight!

  • Avatar
    Dwight Bussman

    My pleasure! Thanks for reaching out :-)

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    Yen

    Hi there!  

    Was wondering how I could get the avg no. of tickets per hour on any given week or month.  The above example shows the accumulated no. of tickets rather than an average.


    Can anyone help?

     

    Thanks!

     

  • Avatar
    Russell Dyas

    Hello

     

    I maybe missing something but can link the report so that takes into account timeline selected on a dashboard?

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    Virgenru

    Hello- Is there any way to narrow down the intervals to 1/2 hour? Our office hours run on the 1/2 hour and we are trying to figure out tickets that arrive outside of business hours. Thanks! 

  • Avatar
    James Sanford

    Hey Virgenru!

    The default metrics within Insights for this type of reporting do only break down to Hours as the shortest interval.  If you're looking to achieve greater granularity than that you're going to be best served by referencing the https://support.zendesk.com/hc/en-us/articles/205367047-Insights-Reports-Duration-between-two-or-more-ticket-events-in-minutes article mentioned previously in this thread by Dwight.  Using that method you can obtain the Epoch timestamp and convert that to current time.  I believe that although this will achieve what you're asking for, the resulting timestamps will likely be less than ideal for the type of reporting you're trying to achieve, and would recommend trying to work within the scope of hours as much as possible.

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    Kelsey Greenawalt

    Our team is spread across many different timezones. Are the hours generated in this sort of report based on the time of day the client created the ticket? If so, how can we convert them to GMT/UTC so we can overlay avg number of tickets with number of agents we have working at any given time? 

  • Avatar
    Ray Roth

    Hey Kelsey!

    This report will be based on the timezone the Zendesk account is set to, not the users themselves. Here is an article on this for your reference: https://support.zendesk.com/hc/en-us/articles/228363208-What-time-zone-does-Insights-use- 

  • Avatar
    Candice

    Thanks for this.

    How would I have a stacked bar graph for all the days of the week? Right now I just exported every single day for comparison.

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