Explore recipe: Tickets by time of day created

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10 Comments

  • Kayla Valadez

    Hello, 

    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? 

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  • 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!

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  • 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.

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  • 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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  • Vincent Verduzco

    Hello,

    Would it be possible to display this report by tickets created every half hour?

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  • Gab Guinto
    Zendesk Customer Care
    Hi Vincent,

    You can further slice your hourly data by another custom time attribute for half-hour. You can check out the sample in this recipe. That recipe is for the Talk dataset that's why the attribute references Call - Minute. If for example, you need to look at the the time of ticket creation, then in your Tickets dataset, you can use Ticket created - Minute in the formula.
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  • Nikita Kadri

    Hi Team

    Does the hour calculations 0 - 23, indicate time as per the time zone of the person's profile?

    Example: If my zendesk profile time zone is IST (India Standard Time ) , so '0' hours is 12AM - 1AM IST, then  '1' hours is 1AM - 2AM IST, and so on?

    1
  • Zsa Trias
    Zendesk Customer Care

    Hello Nikita,

    You're right, Explore uses the time zone in the user profile.

    For reference: Which time zone does Zendesk Explore use?

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  • Janise DeVore

    Is there a way to show times of day tickets created for just one day?

    I need to know how many tickets created on Saturday's and what time for all of 2023.

    Scheduling employees

     

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  • Alex Zheng
    Zendesk Customer Care
    Hey Janise,
     
    Yes, when you go to add the ticket created - hour filter you can also add a ticket created - day of week filter and in this filter you should be able to select Saturday to find this information.
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