This Explore recipe shows the percentage of tickets being replied to in different time brackets, for example, tickets replied to within one hour. 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 or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
How to create the report in Explore
- In Explore, click the reports () icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click New report. The report builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Tickets > Tickets, then click Apply.
- In the Rows panel, click Add.
- From the list of attributes, choose Brackets > First reply time brackets, then click Apply.
- In the Filters panel, click Add.
- From the list of attributes, choose Time - Ticket created > Ticket created - Year, then click Apply.
- In the Filters panel, click the Ticket Created - Year filter you just added.
- On the filter's page, click Edit date ranges to restrict the period for which you are seeing results, for example for the year to date - This year.
- 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 report.
- 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 more.
I have another question about building a different query than of the above. I'm attempting to calculate the percentage of tickets "touched" by an agent, which is also received outside of our business hours. Meaning that if we receive 80 tickets between 5pm on Friday and 8 am on Monday, I can identify that of that 80, an agent responded to 10%, and that 8% were solved while 2% was marked as pending?
Does that make sense?
My apologies! You could still apply the same logic here as I mentioned in my previous response. You would want to duplicate your first metric and then add both to the query.
Lastly, you'll want to go to result manipulation>>result path calculation and change the dropdown to Pattern = % of total for the second metric.
This is possible.
After following the recipe of the article, you can create a Group attribute with the value of the
First Reply time bracketsattribute to get only the 0-1h value and all the other values grouped together.
You can find more information about Groups in this article:
You should have something like this:
Now, when we use this attribute instead of the classic
First reply time brackets, we have the following values:
So if you exclude the
No repliesvalue, you will have the tickets with a reply time of 60 minutes or less and the ones with a reply time over 60 minutes.
Then you can use the attribute
Ticket created - Dateto see this for each day. In the example below, I used a table for visualization but you can adapt this to your needs:
I hope this helps.
Is it possible to maintain the order set in the metric formula ?
I can't understant why "1-7 days" and "5 - 24hrs" have their positions exchanges :
Thanks for your answer but its not what I want to do, I dont want to just change the format, but put the values in % of the total.
Today Im duplicating the query with the 1st column, and on the second query I go to Result manipulation > Result path calculation > Pattern = % of total
I would like to have the 2 columns in the same query.
Thanks a lot!
Absolutely! You can duplicate the metric and add both metrics to your query. Then you can go to chart configuration>>display format and change the dropdown of one of these metrics to show as a percentage.
How can I change this recipe to show as Business Hours? I am assuming the above is reported via calendar hours/days.
Our business hours a 9am-5pm.
I'm attempting to build a query that calculates the number or tickets received outside of our business hours (evenings and weekends). I would like for the tickets received during our off hours to appear as sorted by the hour and as a different color for during our hours as opposed to outside of them. I'm using a Standard calculated attribute, but get lost with the formatting of the result.
"IF (IN([Ticket created - Day of week],ARRAY("Monday", "Tuesday","Wednesday","Thursday","Friday")))
AND (IN([Ticket created - Hour],ARRAY("8", "9", "10", "11", "12", "13", "14", "15")))
hi Andrew Forbes,
How can we create a query for The rate% of the email replied within 60 mins? and we need to view this everyday, is it possible ?
You can use business hours by creating a new First Reply Time Bracket attribute. Instead of the normal calendar days in the formula, business days will be used. Refer to the screenshot below.
Just go to Calculations > Standard Calculated attribute and use this formula:
It should now give you the time brackets in business hours.
Hope this helps.
Wonder if someone could direct me in the right direction. I am trying to create a report showing the average resolution time for tickets closed within certain time brackets such as :
Last 7 days: Avg time for closed “Tier Dev” assigned tickets
Last 15days: Avg time for closed “Tier Dev” assigned tickets
Last 30days: Avg time for closed “Tier Dev” assigned tickets
I've been trying to use the following formula which gives me a green approval check when I created it but when used in a report it said here is a problem calculating this field:
Im trying to use the datedif and NOW(0) options similar to this:
If (DATE_DIFF([Ticket solved - Date],NOW(),"days") <= 5)
THEN "5 days or less"
elif (DATE_DIFF([Ticket solved - Date],NOW(),"days") >= 5)
THEN "5 days or greater"
Above is just a snippet from the test custom attribute and not the final formula.
When I open the attribute to filter the results I only see the following:
I am having a very basic report to display the Full Resolution Time brackets and First Resolution Time Brackets. As per the definition - "The time between when the ticket was first opened, and the first time / last time it was set to solved"
But the report that I have includes several tickets - that has never been set to 'Solved' even once. What could be the reason here?
Hi Lucie Lafarge, you could possibly use an ordered set to accomplish this. For a starting point, see this recipe - https://support.zendesk.com/hc/en-us/articles/360022367993
Fantastic thank you
Is it possible to have in the same tab the value in absolute and the values in % of the total (so 2 columns for each range)?
Formatting of the actual metric is not supported. However, you can format the result that was extracted if you are using the Table Visualization. For more information, you can refer to Adding Conditional Formatting for tables.
I see that you already have an ongoing ticket related to this question with our support team. We'll continue to assist you from there. Thank you!
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