In this recipe, you'll create a chart that indicates which of your channels are the busiest during each hour of the day. You can filter this report to show results over any duration you want. Over time, this can be a useful report to help you understand where to direct your customer support efforts.
This article contains the following topics:
What you'll need
Skill level: Easy
Time required: 10 minutes
- Zendesk Explore Professional or Enterprise
- Editor or Admin permissions (see Giving agents access to Explore)
- Ticket data in Zendesk Support
Creating the report
In this section, you'll add the metrics and attributes needed to create the chart.
To create the report
- In Explore, click the reports () icon.
- In the Reports library, click New report.
- On the Select a dataset page, click Support > Support - Tickets, then click Start report.
- In the Metrics panel, click Add.
- From the list of metrics, choose Tickets > Tickets, then click Apply. Explore displays the total number of tickets in your account.
- In the Columns panel, click Add.
- From the list of attributes, choose Time - Ticket created > Ticket created - Hour, then click Apply. Explore displays a list of all tickets showing the hour of the day in which they were created.
- In the Rows panel, click Add.
- From the list of attributes, choose Ticket > Ticket channel, then click Apply. Explore now displays the Ticket channel picker next to the chart. You can select one or more channels to view on the chart or click the Ticket channel heading to view all channels at once. To select multiple channels, hold down the Option key (Mac), or the CTRL key (Windows) while you click the channels.
- To restrict the dates that you show information for, click the Ticket created - Hour attribute, click Edit date ranges, and then configure the date range you want. When you are finished, click Apply.
You've now created the report. You can add this report to a dashboard, and share it with other people in your organization.
There are many ways in which you can modify this report to suit your needs. For example, if the result lines are close together, it might be difficult to tell them apart. In this case, it could be useful to add datatips to the report to identify the name of each channel. See Working with datatips.
Thank you for this report recipe. unfortunately function "To select multiple channels, hold down the Windows key (Windows) while you click the channels" does not work for me.
Hi Inga Šnuka, the article was incorrect. I've changed it to read the CTRL key for Windows. Thanks so much for spotting this!
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