Explore recipe: First reply time heatmap

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8 Comments

  • Josh Decker

    Hello,

    I am new to Explore so I apologize in advance for the rookie questions :).

    In step 3, you mentioned the dataset Support: Tickets but the screenshot shows Support: Ticket Events. As the only option is the Support: Ticket Events as far as datasets go, I did select that one but unless I am missing it, there is no first reply option when I search for it when trying to add a new metric. What am I missing? Thanks!

    Josh 

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  • Jessica Blake
    Zendesk team member

    Hi Josh,

    Thanks for pointing that out for us! It looks like Explore has changed a little since this article was originally written.

    You'll need to use the data set 'Support: Tickets, Users, Organizations' to find the first reply time metric. Please note in Step 5 you're also looking for 'Ticket Created - Day of Week', not 'Ticket Created - Weekday'.

    I'll speak to our documentation team and get this updated now! Thanks again.

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  • Josh Decker

    Thank you for the clarification.

    I added this to a clone of the default Support dashboard--if I want the heat map to change and reflect numbers by ticket group when I filter by ticket group, what do I do to make that happen? Right now the numbers stay the same regardless of whether or not I filter by ticket group. Thanks!

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  • Gabriel Manlapig
    Zendesk team member

    Hello Josh,

    Are you using the filter inside your report queries or have you added the data filter on your dashboard to filter the report per group? I tried to create the same report and use the data filter "Ticket Group" on the dashboard and the data get updated when I select certain group and all groups.

    For reference please see sample screenshot below:

     

    Thank you,

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  • Fiona

    Edit: I found out why it wasn't showing, but it's now how it shows in this article - it says 'colour' rather than being an icon.

     

    Where is colour-encoding? I don't see it where it shows in the screenshot in the article.

    Thanks!

    Fiona

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  • Jessica Blake
    Zendesk team member

    Hi Fiona,

    Color encoding should show up per my screenshot:

    Is it showing differently for you? I'm not sure what you mean about it showing an icon. I want to make sure this recipe is easy to follow which is why I'm checking with you. 

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  • Fiona

    Sorry for the confusion!

    I was looking for it here:

     

    I've seen realised which icons you're talking about but they are so faint that I had never noticed them until now. 

    Sorry about that, Jessica! My bad

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  • Adrian M.

    Hello,

    In Insights I was able to filter the tickets for which the FRT is calculated as per https://support.zendesk.com/hc/en-us/articles/203664306-Insights-tag-reporting-Reporting-on-tickets-with-one-or-more-tags-Professional-and-Enterprise-

    I couldn't find any articles covering this, so I am wondering if this is possible in Explore too?

    Example of the current filtering we use for the FRT heatmap in Insights:

    Since in Insights the above tagging filter was applied to the whole query, I could create this kind of heatmap table where I have both the number of tickets and the FRT:

    Can you help me achieve the same table in Explore, with filtering based on tags?

    Many thanks in advance :)

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