I have reports I've created within Explore. When I compare the data on my Explore reports, it doesn't match up with the data on my Reporting Overview. What is causing this data discrepancy between these two reporting tools?
The cause of discrepancy can vary depending on what kind of report you are looking at. Outlined below are common causes of discrepancies between Explore reports and the Reporting Overview.
The Reporting Overview always displays deleted tickets which might skew your current ticket reports. Explore does not include deleted tickets in current ticket reports (i.e. tickets that exist now), but does include deleted tickets in the ticket updates dataset as updates might have been made before the tickets were deleted.
Solved tickets and reopens
The Reporting Overview will only capture the date when a ticket was first solved - meaning, even if the ticket is reopened and solved at a later date, the solve will only display on the date the ticket was first moved to the solved status. Explore will display the ticket as solved on the most recent date it moved to that status.
This is the most common issue that leads to discrepancies with any time-based metric, such as first reply time or full resolution time. The Reporting Overview does not take into account your business hours, even if you have a business hour schedule setup within your Zendesk Support account. Explore reports can be configured with the [Bus Hrs] metrics to calculate times within your business hours.
Another common discrepancy is that the native satisfaction ratings count rating events, whereas Explore Support dashboard counts only the current rating. So, if the account has one ticket that was rated first bad, then changed to good, native dashboards will show 50% satisfaction while Explore will show 100%.