Explore recipe: Change color of % one-touch tickets when it reaches a certain value

This Explore recipe shows you how to change the color of the % One-touch tickets value to green when it reaches a certain value.

What you'll need

Skill level: Average

Time Required: 15 mins

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving agents access to Explore)
• Ticket data in Zendesk Support

How to create the report in Explore

Use the following steps to create this report in Explore.

1. In Explore, click the query () icon.
2. In the Queries library, click New query.
3. On the Choose a dataset page, click Support > Tickets > Support: Tickets, then click New query. Query builder opens.
4. Next, add your metrics, the things you want to measure. In this case, you'll add the number of tickets created. In the Metrics panel, click Add.
5. From the list of metrics, choose Agent replies distribution > % One-touch tickets, then click Apply.
6. In the Rows panel, click Add.
7. From the list of attributes, choose Time - Ticket created > Ticket created - Year and Time - Ticket created > Ticket created - Month. Then, click Apply.
8. In the chart configuration menu (), click Display format.
9. On the Display format page, change Standard to Advanced.
   
10. Copy and paste the code below into the Format section.
    

    IF (SUM(onetouchtickets-c133534e9b) > .80) THEN
        {
            "backgroundColor": "#15B660",
            "precision": 0,
            "scale": .01,
            "prefix": "",
            "decimalSeparator": ".",
            "fontColor": "",
            "italic": FALSE,
            "bold": FALSE,
            "suffix": "%",
            "thousandsSeparator": " "
        }
    ELSE
        {
            "backgroundColor": "#ff0000",
            "precision": 0,
            "scale": .01,
            "prefix": "",
            "decimalSeparator": ".",
            "fontColor": "",
            "italic": FALSE,
            "bold": FALSE,
            "suffix": "%",
            "thousandsSeparator": " "
        }
    ENDIF

    You can change the required reference value. In the example, it shows .80. You can also change the color that appears when the value is greater than the reference value. In the example, the HEX color value is #15B660. Finally, you can also change the color that appears when the value is less than the reference value. In the example, the HEX color value is #ff0000. For more information, see Color Hex.

The query is now complete.