A heatmap is a great way to see activity at different times in a compact and easy to read way.
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
You can click the preview below to watch a video of this recipe, or continue to the walkthrough.
- In Zendesk Explore, click the reports ( ) icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
- In the Metrics panel, click Add.
- From the list of metrics, choose Tickets > Tickets . Make sure to select both aggregators, COUNT and D_COUNT, then click Apply.
- In the Columns panel, click Add.
- From the list of attributes, choose Time - Ticket created > Ticket created - Day of week, then click Apply.
- In the Rows panel, click Add.
- From the list of attributes, choose Time - Ticket created > Ticket created - Hour, then click Apply.
- Using the visualization selector (), change the chart to a Table.
- Click the Ticket created - Hour attribute and Edit date ranges if you want to filter the chart to show results for a specific period, for example the year to date.
- Click the D_Count(Tickets) metric. Change the treatment from Normal to Color, then click Apply.
- In the Result manipulation menu (), click Result path calculation.
- On the Result path calculation page under D_COUNT(Tickets), choose the pattern % of Total, and the path On whole result.
- In the Chart configuration menu (), click Colors.
- On the Colors page, choose Color encoding > Style 1.
- Click the left paintdrop and select white.
- Click the right paintdrop and select the color you want to represent heavy traffic. You can move the blue dot on the color range to show more contrast between the bulk of your results.
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?
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!
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.
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
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Would it be possible for me to set the "Tickets created - Hour" to a particular timezone? We have certain groups of agents operating in certain time zones; so it would be great if I could build this report relative to the timezone for the groups I've filtered down to.
If not possible, what sets the timezone for the "Tickets created - Hour" column?
As of the moment, Explore uses the Timezone in your user profile. This timezone is used by dashboards, dashboard content, dashboard exports, the dashboard email delivery trigger time, report builder, report export, and drill-in. There is no option to set the timezone of a report yet, but it will be a good addition to Explore so I am marking your comment as product feedback. We truly value customer feedback and your voice and votes on the product feedback topics in the community help influence future Zendesk functionality.
This is a great recipe. The only issue I am having is trying to exclude pro-active outreaches that I am sending.
Whenever I try to filter out the specific tag, the numbers actually increase instead of decrease.
Any ideas here?
How can this same report be created for different groups? For example, we have 3 Tiers of Support. So if I wanted to see a heat map of tickets created for our Tier 3, or escalations Support, how would I do that?
I would check out the article, Why does excluding tags on the filter increase the number of results? You will need to create a custom metric or attribute as described in the Reporting with tags article in order to properly exclude tags.
You should be able to add a ticket group filter to your report.
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