Question

Is it possible to make a download by the number of incoming tickets to the server, broken down by hours and days of the week.

It is necessary to track the load on support by the hour.

Answer

Yes, for this, an administrator needs to create a script that counts the number of created requests in the specified groups by day of the week and time of day:

1. In Settings - Scripts - Create.
2. Enter the name and select the roles that will be able to generate this report:
   
3. In the window that appears, upload the script and set the following Web form parameters:

[
{
"name": "recipients",
"type": "string",
"required": true,
"displayName": "Recipients"
},
{
"name": "groups",
"type": "string",
"displayName": "List of group names"
},
{
"name": "start_date",
"type": "date",
"displayName": "Start date"
},
{
"name": "end_date",
"type": "date",
"displayName": "End date"
},
{
"name": "timezone",
"type": "string",
"displayName": "Time zone"
}
]

4. After saving, you can test the result in the Web form tab:

And you can open the web form directly using the specified Public address. Other users, such as Agents, will also be able to see it at this link if they are listed in the allowed Roles (see point 2).

The form accepts the following inputs:

• A list of addresses for sending the report, separated by a comma and space
• A list of exact groups (letter by letter), also separated by a comma and space
• Start date and end date of the period
• Time zone name (Europe/Moscow for example, it is also the default).

If not specified:

• Start/end dates - the last month will be taken
• Time zone - Moscow time will be used
• Groups - all groups will be included