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.
Skill Level : Easy, uses built-in metrics, no complex configuration
Time Required : 10 minutes
Ingredients :
- One Report
This recipe provides a quick and easy way to find the hour with the highest amount of tickets created. This is a great way to get an idea of what times you might need to ensure proper staffing to handle the incoming ticket volume.
Creating the report
- Click the Reporting icon (
) in the sidebar, then select the Insights tab. - Click the GoodData link in the top right corner.
- In the top menu, click Reports > Create Report .
- Open the What menu and select "# Tickets".
- Open the How menu and select "Hour Ticket Created".
- Under Display Label , select "Hour Ticket Created: 12H" to make a more visually appeasing bar chart.
- Change the report type to bar graph.
- Select Show Configuration .
- Under Advanced Configuration :
- Select Global Settings .
- Check Data Labels .
- Uncheck Gridlines .
- Click Create to give your report a title and save for later use.
21 Comments
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?
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,
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)?
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.
Maybe I missed a step, but how do you get each hour to be a different color?
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!
Works like a charm!
Thanks Dwight!
My pleasure! Thanks for reaching out :-)
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!
Hello
I maybe missing something but can link the report so that takes into account timeline selected on a dashboard?
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!
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.
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?
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-
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.
This give me a SUM of the tickets, I need a report that shows me the AVG amount of tickets created per hour, how can I go about that?
Welcome to the Community, Hanna!
I believe there is an AVG metric that you can use for this; are you not seeing it?
Hi, I'm also interested in the AVG of tickets per hour, actually I'm doing a report on the average of tickets created per day of week, but I just keep getting the sum.
Hi Maria,
I replaced # Tickets with a new metric to get the average number of tickets created:
SELECT AVG(SELECT # Tickets BY Date (Ticket Created))
Then followed the instructions as in the original post. If you want whole numbers instead of fractions of tickets to be shown, change the metric format to #.
Hope this helps!
Thanks for sharing your answer, Jolyon! We love it when our users can help one another out.
Hi,
Is it possible to make a similar report (tickets by hour created or updated) in the native Zendesk report tool?
I want to do it so that it shows how many cases we attend out of work hours (according to SLA), but we don't have Insights, and our subscription plan is currently Teams.
Thanks.
Please sign in to leave a comment.