Explore recipe: Tickets by time of day created

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  • Kayla Valadez


    First time taking a stab at these dashboards. Is there a way to edit the hour/time format to not read as 0 through 23? 

  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Hey Kayla Valadez - You can definitely adjust this by creating two new calculated attributes.

    For instance, here's what I've done in the past. First, I created a Renamed Set calculation based on the Ticket Created - Hour attribute. This allows me to rename the values 0 through 23 to the actual hour they represent in our Zendesk instance. Here's a screenshot of what that looks like:

    Next, I created a new Ordered Set calculation based on the newly built Renamed Set calculation to help control how these attributes will be ordered for a query. For instance, 1am, 2am, 3am, 4am, etc. instead of 1am, 1pm, 2am, 2pm, etc. Here's what that looks like:

    From there, select the name of the Ordered Set you created under the Columns section and you should be all set. You'll also be able to use these new calculated attributes for any other queries you'd like to build. Hope that helps!

  • Mateus Martins

    Muito bom essa métrica, como faço para obter a média de tickets criadas por hora?

    pois nesse resultado aparece o total de tickets, precisa saber a média criada por hora para saber qual horário que preciso de mais uma pessoa para atuar nos atendimentos por exemplo.

  • Dane
    Zendesk Engineering
    Olá Mateus,
    O agregador da métrica de ticket padrão não contém média. Portanto, você pode usar a métrica calculada padrão abaixo. Mais informações podem ser encontradas em Criação de Medidas e Atributos Padrão.
    COUNT(Tickets)/DCOUNT_VALUES([Ticket created - Hour])

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