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Explore recipe: Displaying tickets answered within different time brackets

Andrew Forbes
  • Edited

Explore Professional only

This recipe shows the percentage of tickets being replied to in different time brackets. You can then use this to compare different groups and other attributes.

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

  1. In Explore, click the query ( ) icon.
  2. In the Queries Library, click New Query.
  3. On the Select a Dataset page, select the dataset containing the ticket data you'll need to build the query; in this case Support: Tickets.

    Query Builder opens.

  4. In the Metrics panel, click Add, and choose Tickets.
  5. In the Rows panel, click Add, and open the folder Brackets.
  6. Choose First reply time brackets and then click Apply.

  7. In the Filters panel, click Add, and choose Ticket created - Year. Click it, and then click Edit date ranges to restrict the period for which you are seeing results, for example for the year to date - This year.

  8. To show your results as a chart instead of a table, move First reply time brackets to the Columns panel. Then in the visualization menu, choose the chart type you want. A Bar or Column chart looks great with this kind of query.

  9. In the result manipulation menu, go to the Result path calculation options, and choose the Pattern % of total, and the Path On columns. Click Apply.

Now you can configure your chart using the chart configuration menu - for example you can show the result labels using displayed values; change the color; add gridlines; change the names of the axes, and many other things.

Have more questions? Submit a request

6 Comments

Sort by Date Votes
  • Mengxin
    Comment actions Permalink

    Hi there,

    I'm trying to create the same bracket for calls and there's an error message on my query, whereas i've basically copy pasted "first reply time brackets". 

    Here's the first reply time brackets query:

    IF (VALUE(First reply time (min)) <= 60) 
    THEN "0-1 hrs" 
    ELIF (VALUE(First reply time (min))>60 AND VALUE(First reply time (min)) <= 60*8) 
    THEN "1-8 hrs" 
    ELIF (VALUE(First reply time (min))>60*8 AND VALUE(First reply time (min)) <= 60*24) 
    THEN "8-24 hrs" 
    ELIF (VALUE(First reply time (min)) > 60*24) 
    THEN ">24 hrs" 
    ELSE "No Replies" 
    ENDIF

    And here's my query: 

    and the error message indicates that line 1 is not correct. 

    IF (VALUE(Call wait time (sec)) <= 10)
    THEN "0-10 sec" 
    ELIF (VALUE(Call wait time (sec)) > 10 AND (VALUE(Call wait time (sec)) <= 30)
    THEN "10-30 sec"
    ELIF (VALUE(Call wait time (sec)) > 30 AND (VALUE(Call wait time (sec)) <= 60)
    THEN "30-60 sec"
    ELIF (VALUE(Call wait time (sec)) > 60
    THEN ">1 min"
    ELSE "Missed" 
    ENDIF
    0
  • Ricardo
    Comment actions Permalink

    Hello, Mengxin,

    It looks like we have an open ticket with you regarding that. I will follow up there. Thank you!

    0
  • Mengxin
    Comment actions Permalink

    Hello Ricardo,

     

    I dont see any open tickets, could you confirm? 

    0
  • Ricardo
    Comment actions Permalink

    I have just sent you an email from that ticket. Hope it helps.

    0
  • Katie Saddlemire
    Comment actions Permalink

    Is it possible to create a version of this that is within business hours? 

     

    Thanks! 

    0
  • Joe Beaudoin
    Comment actions Permalink

    Hi Katie,

    Thanks for your question!

    Yes, it's possible. The recipe calls for the Tickets metric and the First Reply Time Brackets attribute, but you will need to leverage the First Reply Time Business Hours (min) metric in a custom calculated attribute to get what you're asking for.

    Take a look at the following screenshot:

    Notice how the First Reply Time Brackets attribute has a syntax that references VALUE(first reply time (min)) -- you will need to build your calculated attribute in a similar fashion but reference VALUE(first reply time business hours (min)) instead. Any adjustments to the bracket ranges would be up to your discretion based on how you want the data to display.

    I hope that helps!

    0

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