A heatmap is a great way to see your team’s effectiveness at different times in a very compact way. If you have set up business hours in Zendesk, you can customize this query to reflect that.
This replaces the Insights recipe of the same name.
What you'll need
Skill level: Easy
Time Required: 15 minutes
- Zendesk Explore Professional
- Editor or Admin permissions (see Adding users to Explore)
- Ticket data in Zendesk Support
How to create the report in Explore
- In Explore, click the query () icon.
- In the Queries Library, click New Query.
- On the Select a dataset page, choose the dataset containing the ticket data you'll need to build the query; in this case, Support: Tickets.
Query Builder opens.
- In the Metrics panel, click Add, and search for ‘first reply’ - then choose the First reply time that you want to look at; in this case First reply time (min). Click Apply.
- In the Columns panel, click Add then, from the Time - Ticket created section, choose Ticket created - Day of week. Click Apply.
- In the Rows section, click Add then, from the Time - Ticket created section, choose Ticket created - Hour. Click Apply.
- Using the visualization selector (), change the chart type to Table.
- Click the column headers to enter a new shorter name if you want:
- Click Ticket created - Hour and Edit date ranges if you want to filter the chart to show results for a specific period, for example the year to date.
- Using the calculations menu (), make a standard calculated metric. From the Fields list, choose the same metric and aggregator that you already have on the frame - here we are using MED(First reply time (min)). Give the metric a name, and then click Save.
- In the Metrics panel, click the paintdrop icon, and add your new metric, which you can find in the Calculated metrics section of the list. Click Apply.
- In the chart configuration menu, go to the Columns section, and uncheck the box Fit to content.
- In the chart configuration menu, go to the Colors section. Choose colour encoding style 3. Then, click the two paintdrops to choose what colours you want to use for the lower and upper end results. You can also move the blue dot on the colour range to add more contrast between the bulk of the results.