Explore recipe: Ticket creation heatmap

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12 Comments

  • Ed Soria

    Made a very short just under 4 minute demo to illustrate a similar heatmap recipe for those that would like a video demo.

     

    Zendesk Explore Heatmap recipe demo

     

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  • Brett - Community Manager

    Thanks for sharing Beth :)

    Let us know if you have any other questions!

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  • Beth Yoder

    Shera and Brett, 

    What I meant was that the hours (0-23) are not in a format that is suitable for our agents to quickly understand. I ended up creating a renamed set and an ordered set to display the times in the conventional 12 hour am/pm format. 

    Thank you

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  • Fiona

    Thanks, Rob, for your help. I'll make a ticket as I'm not sure what I'm missing. Thanks!

    Fiona

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  • Shera Esquivel

    Hello Beth!

    From the Time - Ticket Created section, add Ticket Created - Hour and click Apply. For more information, please refer to https://explore.zendesk.com/hc/en-us/articles/360002058067-Explore-recipe-Tickets-by-time-of-day-created.

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  • Fiona

    Hi there

    My results aren't sorted by actual time. As a newbie, how can I order them by time in the left-hand column, and change it into time (10am or something identifiable).

    Thanks!

    Fiona

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  • Beth Yoder

    How can I show the hours in a format that our agents can more quickly understand? Thanks!

     

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  • Rob Stack

    Hi Fiona, I'm a little surprised that your Ticket created - Hour metric isn't automatically sorting. However, you should be able to go to the result manipulation menu on the right hand side and select Sort.

    One way of getting the time to show in a more friendly manner is to create a renamed set. You do this from the Calculations menu on the right hand side and select Renamed set.

    Give the set a name like "Custom Ticket created - hour attribute"

    Under "Computed from", select the Ticket Created - Hour attribute, You'll see in the menu that you can type a new value for each attribute value (for example, "2" could be changed to "2am")

    Save when you are done, then use your new attribute instead of the "Ticket created - Hour" attribute.

    That's a bit of a lightning run through, but if you want to read more, take a look at https://support.zendesk.com/hc/en-us/articles/360022184334-Organizing-values-by-groups-and-sets

    I hope this helps!

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  • Fiona

    Edit: I made a custom ordered set with the times I renamed. They are working for one of my heatmaps but not for the other. I tried to also sort that one by A-Z and it still puts 10am first, then 9am, 11am, 1pm, 2pm... If I choose Z-A though, it shows correctly but backwards.

     

    Thanks, Rob. I have made the renamed set as you suggested. However, I tried all the sort options and none of them make a difference to the table. I'm not sure what I'm doing wrong...

     

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  • Brett - Community Manager

    Hi Beth,

    It looks like Shera replied to your post here: https://explore.zendesk.com/hc/en-us/articles/360002062067?page=1#comment_360001556153

    Can you confirm you're able to view this?

    Let me know!

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  • Ed Soria

    Hi Philippa,

     

    Just curious, is there a way to hide the the Count of Tickets values by making the font color the same as the heatmap colors? 

    Thanks

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  • Rob Stack

    Thanks for the update Fiona. The ordered set was indeed the right way to go, but I'm unsure of why you're getting the behavior on one of your tables. If you can't find a way around it, I'd suggest you consider opening a ticket so someone can investigate this with you. Thanks!

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