Explore Recipe: Breaking down tickets created by time period

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9 Comments

  • John Cason
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    Any suggestions on what to do when time shifts overlap when trying to gauge volume per timezone? We have GMT, EST and PST shifts and so all three overlap. So far we followed this and created 2 groups - "covered" and "uncovered" for now, but curious of suggestions on how to visualize when timezones overlap. 

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  • Devan - Community Manager
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    Hello John,

    It looks like the community is having trouble finding a response to your ask. We will go ahead and include this in our Community Roundup to get more eyes on your question.

    Best regards.

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  • John Cason
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    Thanks Devan - Community Manager! We ended up creating a different shift for each overlapping timezone as to better understand the coverage. For example GMT, GMT/EST, EST/PST, PST, etc.

    Here is a simple mock-up of that: 

    This may not be the final solution, but it did help visualize the overlapping and volume of each timezone that we could later put on a dashboard to see certain times and recent trends. 

     

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  • Brett - Community Manager
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    Thanks for taking the time to share this John!

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  • Ryan Frye
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    Hello, 

    Is there anyway to create a report that shows the number of tickets created each quarter by Customer Organization? 

    I've been trying to set this up with mediocre luck. So far, I have COUNT(End-user submitted tickets) for Metrics, Requester organization name for Columns, and Ticket created - Quarter for the rows. I thought I was on the right track, but the information shown per quarter is inaccurate. I applied filters to show only Q4 of 2019, but I am seeing a customer organization in the chart, this customer hasn't submitted a ticket since September 30th which is the end of Q3. Another customer shows 18 for Q4 when they've submitted 21 in Q4. It seems like the metrics are all over the place and not sure why. 

    Best regards,

    Ryan

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  • Devan - Community Manager
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    Hello Ryan Frye,

    I think we can piece this together for you, but we'd like a little more information regarding the way you were trying to accomplish this. Would you be able to share some screenshots with us of the Explore formula you tried to use so we can take a closer look?

    Best regards. 

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  • Ryan Frye
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    Hi Devan, 

    The top two filters are for Ticket Created - Q4 and Ticket Created - 2019.

    Here is a screenshot of the current query. I was able to figure out everything except for one hiccup. The fourth bar in the graph from the bottom, the ticket it reflects was submitted on September 30th at 11:30PM. My only thought at this time is that there may be a time conversion since we're on MST. Could that be the case in this instance?  

    Best regards,

    Ryan

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  • Devan - Community Manager
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    Hello Ryan Frye,

    I would recommend trying the time range filter and seeing if that resolves your issue. I've included an article that goes into detail on how to apply these for your current report below.

    Adding interactive dashboard widgets

    Best regards. 

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  • Ryan Frye
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    Hi Devan, 

    Thank you for your help!

    Best regards,

    Ryan

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