Explore recipe: Filtering queries by business hours

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5 Comments

  • James Molina
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    This is great!  Can you explain how the formula would be updated if you had different business hours for Saturday and different for Sunday?

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  • Eugene Orman
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    That's a good question, James. 

    You will need to add two more OR conditions. Here is a formula examle: 

    IF ((IN([Ticket created - Day of week],ARRAY("Monday", "Tuesday","Wednesday","Thursday","Friday"))
    AND IN([Ticket created - Hour],ARRAY("9", "10", "11", "12", "13", "14", "15", "16")))
    OR([Ticket created - Day of week]="Saturday" AND IN([Ticket created - Hour],ARRAY("9", "10", "11", "12", "13", "14", "15")))
    OR([Ticket created - Day of week]="Sunday" AND IN([Ticket created - Hour],ARRAY("10", "11", "12", "13", "14"))))
    THEN TRUE
    ELSE FALSE
    ENDIF

    To check if it returns reasonable results, you can run this query:

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  • Kristin Bouveng
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    Hi,

    I have reports by hour on various datasets and metrics, but the query isn't displaying the hours in chronological order (see below screenshot).

    How can I change that? 

     

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  • Eugene Orman
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    Kristin Bouveng, hours are normally sorted chronologically unless you have some Result manipulation applied in your query. Check if you have some sort of sorting enabled set in this query. If the issue will persist please reach out to our support team. 

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  • Lucas Cumming
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    Hey Eugene, I am glad you've figured out how to report this for tickets. I am struggling to see if there is a way to do this for calls through Zendesk Talk. Have you figured out a way to do this? Either way, I appreciate it.

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