Customize First Reply Time Heatmap for Business Hours
Can I customize the First Reply Time heatmap to reflect business hours?
Yes, you can customize the First Reply Time heatmap to reflect your business hours in Zendesk.
If you've set up business hours in Zendesk, you can adjust the report to align with these hours. This customization allows you to better understand your team's effectiveness during operational hours, providing a more accurate representation of your support performance.
More related questions
How do I create a First Reply Time heatmap in Zendesk Explore?
Creating a First Reply Time heatmap in Zendesk Explore is a straightforward process. To start, navigate to Explore and click the reports icon. In the Reports library, select 'New report'. Choose the dataset 'Support > Support - Tickets' and click…
What do I need to create a First Reply Time heatmap in Zendesk Explore?
To create a First Reply Time heatmap in Zendesk Explore, you'll need a few things. Firstly, ensure you have Zendesk Explore Professional or Enterprise, as well as Editor or Admin permissions. You'll also need ticket data in Zendesk Support. The…
How can I filter the First Reply Time heatmap for a specific period?
Filtering the First Reply Time heatmap for a specific period is easy in Zendesk Explore. To do this, click on 'Ticket created - Hour' and then select 'Edit date ranges'. This allows you to narrow down the data to a specific timeframe, such as the…
How do I change the color encoding in a Zendesk Explore heatmap?
Changing the color encoding in a Zendesk Explore heatmap is a simple process. In the chart configuration menu, click on 'Colors'. On the Colors page, change the Color encoding to style 3. You can also customize the colors by clicking the two…
Can I use the First Reply Time heatmap approach for other metrics?
Absolutely, the approach used for the First Reply Time heatmap can be applied to other metrics in Zendesk Explore. You can use this method for metrics like 'Tickets by creation time' and 'Solved tickets by solved time'. This flexibility allows you…
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