This article will show you how to go about building reports that measure time captured by the SweetHawk timers app for Zendesk.
Before working through this article you will have needed to complete the following:
1. Have decided on precisely what timer information you want to record.
2. Created the numeric ticket fields in Zendesk to store that data.
3. Set the app to feed the appropriate data into those fields.
The above 3 steps are covered in our article on how to record timer information in ticket fields.
If you've already setup the above then for the new data to start appearing in Explore, there will need to be at least 1 ticket that contains data in those fields and you will need to wait up to 24 hours for the information to make its way over to Explore.
To build a report in Explore, first click into Explore like this:
Now head over to queries and click New query at the top right of the screen like this:
Now click into Support -> Tickets -> Support: Tickets [default] -> New query like this
Now you can build your report.
The beauty of having set the timers app to push data into Zendesk numeric fields is that they automatically appear in Explore as Metrics.
So all you have to do to report on them is to click Add under Metrics, then do a search for you custom numeric field like this:
Now click back on the metric you've just added and select the operator like this:
Now you can slice the metric how you like. For example, the month the ticket was marked as solved. You can do this by clicking Add under Columns and searching for the one you want like this:
Once you're happy with the report, click Save at the top right side and add it to the dashboard of your choice.
That's it - your report is built.
One thing to note about the report above is that it is measuring the time in minutes. If you want to change how the time is measure to, say, hours, then you could do this by creating a custom metric that calculates this from the original data.
To create a custom metric, on the right of the screen, click on the calculator icon and then go into Standard calculated metric like this:
Now give the metric a name, and place in the formula that divides the original data by 60, and click Save, like this:
Now, with this metric created, you can follow this instructions from the top of the article to build you report using the new metric.