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
- From the list of metrics, choose Duration between events - Calendar hours (min) > First reply time (min), then click Apply.
Explore displays the median first reply time for all tickets.
- In the Columns panel, click Add.
- From the list of attributes, choose Time - Ticket created > Ticket created - Day of week, then click Apply.
Explore displays the median first reply time for all tickets sliced by weekday (Sunday to Saturday).
- In the Rows section, click Add.
- From the list of attributes, choose Time - Ticket created > Ticket created - Hour, then click Apply.
- From the visualization type menu (), change the chart type to Table.
Explore displays a table showing the median first reply times each hour for every day of the week (Sunday to Saturday).Tip: You can click the table column headers to change the default column names to shorter values.
If you want to filter the chart to show results for a specific period, for example the year to date, click Ticket created - Hour and Edit date ranges.
- From the calculations menu (), click Standard calculated metric.
- From the Fields list, choose the same metric and aggregator that you already added to the query, in this case MED(First reply time (min)).
- Give the metric a name, and then click Save.
- In the Metrics panel, click the paintdrop icon.
- From the list of metrics, add your new standard calculated metric, which you can find in the Calculated metrics section of the list, then click Apply.
- In the chart configuration menu (), click Columns.
- On the Columns page, uncheck Fit to content.
- In the chart configuration menu (), click Colors.
- On the Colors page, change Color encoding to colour encoding style 3. You can also click the two paintdrops to choose the 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.