Explore recipe: Ticket creation heatmap

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  • 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?


  • 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!

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    This recipe seems to be out of date which is why I've come here.


  • 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!

  • Jeremy Browne

    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?

  • Cheeny Aban
    Zendesk Customer Care
    Hi Jeremy, 

    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.
  • Francisco M

    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?

  • Jenn Rider

    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?

  • Alex Zheng
    Zendesk Customer Care
    For Francisco,
    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.
    For Jenn,
    You should be able to add a ticket group filter to your report.
    Best regards,
  • gan ganor

    What should I do if I want to identify a trend and compare the heatmap from the last 7 days for example, to one from the last 4 days, so that I can determine whether the heatmap is indeed showing consistent data?

  • Nicolas Laporte


    Thank you for providing this illustration. I noticed that the heatmap displays the cumulative ticket created per hour. However, I was wondering if there's a way to show the median instead. It would be great to compare the median amount per hour between different days.


  • Dane
    Zendesk Engineering
    Hi Gan Ganor,

    The only method is to either adjust the Time - Ticket created > Ticket created - Day of week, or you can create to queries and link it to a dashboard for comparison.

    Hi Nicolas,

    Tickets metric only has two aggregators, Count and D_count. 

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