Explore recipe: Ticket creation heatmap

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4 Comments

  • Adrian Mitrea

    When adding totals to the heatmap table, these values are taken into consideration and alter the colors distribution:

    Is there a way to have totals disregarded for the coloring of the heatmap?

    Thanks!

    0
  • Brett Bowser
    Zendesk Community Manager

    Hey Adrian,

    I double checked with one of our Explore experts and it doesn't look like this is possible at this time. I'd recommend creating a feedback post in our Explore Feedback topic for our Product Managers to review: Explore Feedback

    Thanks for taking the time to share this with us!

    -1
  • Bart

    Is it possible to create a heatmap for agent activity? For example, the number of updates rather number of solved / created tickets. 

    In otherwords, I'd like to see the number of updates / internal /public comments per hour by assignee. (Not on ticket solved but by assignee making the update) Filterable

    Example, Staff member A made X amount of comments at 4PM yesterday etc. 

    This recipe seems to be out of date which is why I've come here.

     

    0
  • Shayne Traqueña
    Zendesk Customer Care

    Hi Bart,

    Thank you for reaching out. You can use our recipe here to get the agent activity: https://support.zendesk.com/hc/en-us/articles/360052032793-Explore-recipe-Count-of-agent-interactions-with-tickets

    I hope this helps!

    --

    Shayne Traqueña | Associate Customer Advocate
    Got question for us? We’re here for you on live chat!

    1

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