Explore recipe: Displaying tickets answered within different time brackets

<div class="body">
<div class="article-banners">
<div id="docs-wmp-link"><a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a></div>
<div class="article-banner" id="suite_pee">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>
<div class="article-banner" id="support_with_explore_pe">
<table>
<tbody>
<tr>
<td>
<strong>Support with</strong>
</td>
<td>Explore Professional or Enterprise</td>
</tr>
</tbody>
</table>
</div>
</div>
<p class="p">This Explore recipe shows the percentage of tickets being replied to in different time brackets, for example, tickets replied to within one hour. You can then use this to compare different groups and other attributes.</p>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_sds_b3f_pfb">
<h2 class="title topictitle2" id="ariaid-title2">What you'll need</h2>
<div class="body">
<p class="p" dir="ltr">Skill level: <em class="ph i">Easy</em></p>
<p class="p" dir="ltr">Time Required: <em class="ph i">15 minutes</em></p>
<ul>
<li class="p" dir="ltr">Zendesk Explore Professional or Enterprise</li>
<li class="p" dir="ltr">Editor or Admin permissions (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836002970-Adding-users-to-Explore" rel="noopener" target="_blank">Giving agents access to Explore</a>)</li>
<li class="p" dir="ltr">Ticket data in Zendesk Support</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_jvb_c3f_pfb">
<h2 class="title topictitle2" id="ariaid-title3">How to create the report in Explore</h2>
<div class="body">
<ol class="ol" id="topic_jvb_c3f_pfb__ol_x3z_xh1_sfb">
<li>In Explore, click the reports (<img alt="" class="image" height="16" id="topic_jvb_c3f_pfb__image_n3x_hrx_4fb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_query_icon.png" width="16">) icon.</li>
<li>In the Reports library, click <strong>New report</strong>.</li>
<li>On the <strong>Select a dataset</strong> page, click <strong>Support</strong> &gt; <strong>Support - Tickets</strong>, then click <strong>New report</strong>. The report builder opens.</li>
<li>In the <strong>Metrics</strong> panel, click <strong>Add</strong>.</li>
<li>From the list of metrics, choose <strong>Tickets</strong> &gt; <strong>Tickets</strong>, then click <strong>Apply</strong><strong>.</strong>
</li>
<li>In the <strong>Rows</strong> panel, click <strong>Add</strong>.</li>
<li>From the list of attributes, choose <strong>Brackets</strong> &gt; <strong>First reply time brackets</strong>, then click <strong>Apply</strong>.
<p class="p" dir="ltr"><img alt="" class="image img-screenshot" id="topic_jvb_c3f_pfb__image_ax2_cyc_jhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_bracket_metric.png"></p>
</li>
<li>In the <strong>Filters</strong> panel, click <strong>Add</strong>.</li>
<li>From the list of attributes, choose <strong>Time - Ticket created</strong> &gt; <strong>Ticket created - Year</strong>, then click<strong> Apply</strong><strong>. </strong>
</li>
<li>In the <strong>Filters</strong> panel, click the <strong>Ticket Created - Year</strong> filter you just added.</li>
<li>On the filter's page, click <strong>Edit date ranges</strong> to restrict the period for which you are seeing results, for example for the year to date - <strong>This year</strong>.
<p class="p" dir="ltr"><img alt="" class="image" height="396" id="topic_jvb_c3f_pfb__image_ybt_2px_4fb" src="https://lh3.googleusercontent.com/yRMS8YX0DIWRQKSgoOcWsvK8u24AOYbUP9rUOwox0ntTq6537KXAU9kFLYUWbEx0Rw0oS54CqNVs0WnZC4v4GvurVeYHCX0G4oR1Ya5e4uVLIkF2fkGYcZa3b1RVyg6_KGI8GGi5" width="429"></p>
</li>
<li>To show your results as a chart instead of a table, move <strong>First reply time brackets</strong> to the <strong>Columns</strong> panel. Then in the <strong>visualization</strong> menu, choose the chart type you want. A <strong>Bar</strong> or <strong>Column</strong> chart looks great with this kind of report.
<p class="p" dir="ltr"><img alt="" class="image img-screenshot" id="topic_jvb_c3f_pfb__image_syf_vmp_g3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_annex.png" width="850"></p>
</li>
<li>In the <strong>result manipulation</strong> menu, go to the <strong>Result path calculation</strong> options, and choose the <strong>Pattern</strong> <strong>% of total</strong>, and the Path <strong>On columns</strong>. Click <strong>Apply</strong>.
<p class="p" dir="ltr"><img alt="" class="image img-screenshot" id="topic_jvb_c3f_pfb__image_rn5_fnp_g3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_annex1.png"></p>
</li>
</ol>
<p class="p" dir="ltr">Now you can configure your chart using the chart configuration menu - for example you can show the result labels using displayed values; change the color; add gridlines; change the names of the axes, and more.</p>
<p class="p" dir="ltr"><img alt="" class="image img-screenshot" id="topic_jvb_c3f_pfb__image_qsm_gnp_g3b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Explore_recipe_annex2.png" width="850"></p>
</div>
</div><script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408825149466",
"url": "https://support.zendesk.com/hc/en-us/articles/4408825149466-Explore-recipe-Displaying-tickets-answered-within-different-time-brackets",
"headline": "Explore recipe: Displaying tickets answered within different time brackets",
"description": "You can create a report to display the percentage of tickets answered within different time brackets, allowing comparison of response times across groups and attributes.",
"articleSection": "Ticket reporting recipes",
"datePublished": "2021-10-16T03:56:13+00:00",
"dateModified": "2025-09-06T00:04:25+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4408825149466"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Explore",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405298856346"
}
}
}</script>