Explore recipe: Breaking down tickets created by time period

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15 Comments

  • Fiona Witham

    Hi - I'm looking for a recipe to see what is the first reply time when a ticket is created during a scheduled holiday. We have our holidays in the Support Schedule so I want to see how the FRT compares for those tickets vs created during non-holidays.

    Thanks

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  • Gabriel
    Zendesk Customer Care
    Hello Fiona,
     
    I hope all is well! I would advise you to check this recipe here: Explore recipe: Reporting on first reply time. From there, you may add any time filter you prefer to filter the days you are looking to perform your analysis. 
     
    I hope this helps!
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  • Fiona Witham

    Thanks, Gabriel. I was hoping there was an easier way to identify tickets created during holidays vs those created during other days, rather than manually selecting the date we had each holiday. Similar to how you can report on business vs calendar hours, how can I distinguish between business days and holidays? Thanks!  

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  • Elaine
    Zendesk Customer Care
    Hi Fiona,
     
    You can use the following Explore metrics to create reports based on your business hours.
     
    In that same article, there's a note just on top of that section where it says "You cannot build reports based solely on holidays." This means that holidays are considered outside of business hours.
     
    If you're looking to report on ticket data during holidays, for now, you will have to manually filter them out depending on the type of date you're looking for (e.g. tickets created date, tickets solved date, etc.)
     
    Hope this helps! Stay safe!
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  • Zendesk System Admin

    Hi ,

    I am trying to create a shift based ticket assignment ,and the tickets assigned in night shift for today are getting added in the next day as it will be after 12am , so how do i tackle this .

    Our org has 3 shifts  morning ,afternoon and nightshift and we want to track the number of ticket assignments everyday in each shifts.

    Could you please help .

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  • Dane
    Zendesk Engineering
    Hi Gaurav,
     
    Upon testing the group created by ticket assignment, your night shift group will not show the data from the following day but the data from Hour 0 to Hour 6 today and another value on Hour 23. Technically, this will be on the same day. 
     

     
    Cheers!
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  • Zendesk System Admin

    Dane , we are trying to track ticket assignments for  agents in shifts for the whole week.

    So when i select the date as this week i am getting tickets assigned in night shift for today even before the night shift starts .

    So if the  ticket is assigned after 12am , i would like it to reflect in the night shift for yesterday.

    As shown in the below screenshot night shift is not yet started for 23rd Dec , but the data is showing on 23rd dec night shift.

    the data in 23rd night shift should be shown in 22nd night shift .

    Could you please help

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  • Dane
    Zendesk Engineering
    Hi Gaurav,
     
    I'll create a ticket for you to investigate further. Let's continue our conversation there.
     
    Cheers,
    Dane
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  • Liz

    For the dataset,why would I use support - updates history rather than supports -tickets. I want to calculate the volume of tickets and voice calls over a certain period.

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  • Gabriel
    Zendesk Customer Care
    Hello Liz!

    I hope all is well! For this query, in particular, you want to use this dataset since the Updates history dataset gives you access to data about actions taken on tickets throughout their lifetime. Therefore, to report tickets by breaking down how many tickets are being created in certain time periods, this dataset is more appropriate. 

    I hope this answers your question! 
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  • Liz

    It does thanks! I have another question. I am trying to determine the average number of tickets created per week per shift over a given time period.   I have two shifts created - a day shift 6pm-8am and an evening shift 8am-6pm. my query includes the following:

    Metrics = D_count (tickets created). should this be updates history?

    Columns = ticket created - day of week

    Rows = daily shifts

    Filter = 2022

    The table I get shows the TOTAL number of tickets created each day of the week per shift. How do I display the AVG number of tickets per week per shift? I suppose I could divide each result by 52  but is there an automatic way to do this?  Thanks.

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  • Dave Dyson
    Zendesk Community Manager
    Hi Liz -- try changing the metric from Tickets created to Tickets created - Daily average.
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  • Liz

    Thanks. But I cannot seee Tickets created - Daily average.  Here is what I see for choices.  

     

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  • Dave Dyson
    Zendesk Community Manager
    Hi Liz, sorry for not being clear! You'll want to change your Metric to Tickets - Daily Average, not the "ticket created - day of week" attribute you have in Columns (that one should be fine as-is).
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  • Erin O'Callaghan
    Zendesk Documentation Team

    We’ve updated this recipe slightly to use the Tickets dataset instead of the Updates history dataset. While Gabriel’s comment above is spot-on regarding the purpose of the Updates history dataset (it gives you data about actions taken on tickets throughout their lifetime), in this recipe, we’re just looking at ticket creation specifically. So while either dataset does work for this purpose, the Tickets dataset is perhaps a better choice because its smaller size results in better report performance.

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