Question
I created a report but there is a discrepancy. The data is different than another similar report or dashboard. The report is showing me different numbers that don't match the actual numbers in the product. I can't seem to get an accurate result. What could be wrong?
Answer
Use this troubleshooting guide to work through a number of reasons why your reports might be incorrect. Then, use that knowledge to correct your reports and better represent what you want them to show.
Click each section below:
Check metrics and attributes
Check filters
Check the time frame
Cross-check with the source product
Check metrics and attributes
If data does not match, check the description or formula of the metrics and attributes used in your report.
Check filters
Filters exclude data. For example, if you filter your data with the Ticket created - Date attribute, the report shows the number of tickets created on each date. On the other hand, if you slice the report using the Ticket solved - Date attribute, the report shows the number of tickets solved on each date. The number of tickets may be different.
For more information, see these articles:
Check the time frame
Ensure your data is filtered to the same time frame as the other report you are looking at or the data you want to validate.
The timeframe shown in your reports and dashboards is also dependent on filters. In this case, date filters. Use the below resources to learn more and check your reports:
Cross-check with the source product
Pinpoint what data is showing in your report and cross-check your report with the source data, see the article: How do I validate that Explore is showing the correct data?
Different tools have different definitions of data. Comparing Explore reports with other tools may cause discrepancies. For further information, see these articles: