技术水平:Medium

Time required:20 minutes

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (seeGiving agents access to Explore)
• Ticket data in Zendesk Support
• Some experience creating reports with Explore

这份报告显示了ti的数量ckets created at each hour of the day. If you need more help to create the report, seeCreating reports.

1. In Explore, create a new report using theSupport: Ticketsdataset.
2. Add the metricTicketsto theMetricspanel
3. Add the attributeTicket created - Hourto theColumnspanel.

Explore generates a chart that looks similar to this:

Notice how the time on the X axis is listed in 24-hour format. In the next procedure, you'll learn how to change this so that the time reads as 12-hour format. For example,15will read as3pm.

In this procedure, you'll create a custom attribute that renames the times from theTicket Created - Hourattribute to be in a 12-hour.

1. With the report you created open, open the calculations menu ().
2. UnderAttributes, clickRenamed set.
3. On theRename valuespage, enter a name for your custom attribute, for exampleTicket created - 12 Hour.
4. From theComputed fromdrop-down list, choose the attribute you want to rename values for, in this caseTicket created - Hour.
5. You'll now see a list of all stored values for the attribute. In the text box next to each value, type the value you want to display in the chart instead of the current value.

   

   Tip:In your list, you might notice that some hour values are missing. This is because your report did not pick any results up for that hour, therefore it has no value. If data is generated later for the missing hour, you can come back and edit this attribute.
6. When you are finished, clickSave. You now have a custom attribute containing a renamed set. Add the custom attribute to theColumnspanel in place of theTicket created - Hourattribute.

This gets you half way. However, Explore now treats the renamed values as text strings, and sorts them as such. If you try to use this attribute, you'll see something like this:

To fix this, you'll need to create another new attribute that contains an ordered set generated from your renamed set.

To create the ordered set

1. With the report you created open, open the calculations menu ().
2. UnderAttributes, clickOrdered set.
3. On theCustom orderpage, enter a name for the new attribute. This will be the attribute you use to create the final report, so give it a descriptive name likeTickets Created - 12 Hour Ordered.
4. From theComputed fromdrop-down list, select the attribute containing the renamed set you created previously,Tickets Created - 12 Hour.
5. You'll see a list of the possible values for the attribute. Drag and drop these into the correct time order.

   

6. When you are finished, clickSave.

Now, you can replace the column attribute you previously used with your new attribute,Tickets Created - 12 Hour Orderedand your chart will now display correctly with the correct time legend.

You can find more information about renamed sets inOrganizing values by groups and sets.