How to Analyze Tickets by Time - Frequently asked questions
Discover how to break down Zendesk tickets by time period. This page answers common questions about analyzing ticket data effectively.
Frequently asked questions
How can I create a report to break down tickets by time period in Zendesk Explore?
You can create a report in Zendesk Explore to break down tickets by specific time periods. This involves creating a custom group attribute to categorize ticket creation hours into defined shifts. To start, navigate to the Reports section in…
What skill level and permissions are required to create a time period report in Zendesk Explore?
Creating a time period report in Zendesk Explore requires an advanced skill level and specific permissions. You need to have either Zendesk Explore Professional or Enterprise, along with Editor or Admin permissions. Additionally, you must have…
How does time zone affect ticket creation reports in Zendesk Explore?
Time zone settings can significantly impact how ticket creation times are displayed in Zendesk Explore reports. Explore uses the current user's time zone when displaying reports, meaning the ticket creation hour will be based on that time zone….
Can I use the Updates history dataset for ticket creation reports in Zendesk Explore?
While you can use the Updates history dataset for ticket creation reports, the Tickets dataset is recommended for better performance. The Updates history dataset provides data about actions taken on tickets throughout their lifetime, which can be…
How can I track ticket assignments by shift in Zendesk Explore?
To track ticket assignments by shift in Zendesk Explore, you need to create custom groups for each shift and ensure data is correctly attributed. Create groups for your shifts, such as morning, afternoon, and night, and ensure that ticket…
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“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
Conrad Jones CX and Service Leader
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
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Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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