Explore recipe: Breaking down tickets created by time period

What's my plan?

In this Explore recipe, you'll learn how to create a report that breaks down how many tickets are being created in certain time periods. In this example, you'll be able to report on tickets created over three periods: 9am-5pm, 5pm-1am, and 1am-9am.

This article contains the following topics:

• What you'll need
• Creating the report

What you'll need

Skill level: Advanced

Time required: 25 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving users access to Explore)
• Ticket data in Zendesk Support

Creating the report

1. In Explore, click the Reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Tickets and then click Start report. The report builder opens.
4. Now, create a custom group attribute to group the hours of ticket creation together. From the Calculations () menu, click Group.
5. On the Group page, name the group Daily shifts.
6. In the Computed from drop-down, choose Ticket created - Hour.
7. Create three groups, one for each time period. To create a group, select the hours you want to add and click the plus (+) icon. You can use the arrows to add or remove values from the group. (See Organizing values by groups and sets for more information about setting up groups.)
   • Day shift - 9am-5pm: Hours 9-16
   • Night shift - 5pm-1am: Hours 17-0
   • Early shift - 1am-9am: Hours 1-8
8. In the blue drop-down field at the bottom, select Remove left values.
9. Select the Sort attribute members like a time attribute checkbox.
10. When you're finished, click Save.
11. In the Metrics panel, click Add.
12. From the list of metrics, choose Tickets > Tickets, then click Apply.
13. In the Columns panel, click Add.
14. From the list of attributes, expand Calculated attributes, click your custom attribute Daily shifts, then click Apply.
15. From the Visualization type () menu, choose Bar.

The report is complete. See the screenshot below for an example of how it will look.

Note: Keep in mind that Explore uses the current user's time zone when displaying reports, so the ticket created hour will be based on that time zone. For that reason, you might want to consider altering the hours to utilize UTC time instead of using your own time zone if you have a global team.