Question
How frequently does my Support data synchronize to Explore?
Answer
The frequency at which your data synchronizes with Explore will depend on the Explore plan active on your account.
- If you are on the Explore Lite plan, your data synchronizes once every 24 hours. This synchronization should happen at midnight every day in the account's time zone. It is not currently possible to customize the time at which this sync takes place.
- If you are on the Explore Professional or Legacy plan, your data syncs one hour after the most recent sync ended. The sync time is randomized within the hour.
Note: If the are no queries or dashboards executed in Explore for more than 30 days, the data refresh frequency is automatically changed to weekly. Once at least one of the queries is executed the sync frequency is back to normal.
If you use the Backlog history dataset to create queries, Explore collects backlog information only once a day at 12:00 UTC time. It will not yield data when used to create queries with a today time filter.
7 Comments
How often does my data sync on Explore Legacy? Is there a place to see the timestamp of when the data was last refreshed? If yes, is there a way to display that refresh time in a dashboard or query?
@Hillary, the Explore Legacy accounts are on the Explore Professional plan. So, the data sync will occur once every hour. You can check the time of the last data sync in the datasets section under the Last refreshed column.
Is there a reason why the refresh is randomised within each hour? I would have thought it would make more sense to refresh on the hour each hour. We are trying to establish hourly ticket solve dashboards but the data isn't of use to us until 2 hours later rather than 1 hour because the refresh time is randomised.
@Nathan,
Zendesk uses the shared infrastructure (see What is a "Pod"). That's why to provide a better performance and reliability data syncs are spread out through each hour. Our Dev team is working on providing real-time reporting functionality for some metrics which might be enough to fulfil your needs. Follow our announcements page to stay tuned - https://support.zendesk.com/hc/en-us/sections/200623776
Eugene Orman
Has something changed here and there is somewhere else to get this? I no longer see the last refresh date as part of this screen.
Removal of the last refresh is part of the new dataset update here.
>we understand that the current Last refreshed indicator has been causing confusion for a number of users. We will be moving this information to the Query Builder over the coming months.
Data syncs are randomized for load distribution. This ensures consistent performance for all customers within a shard. For more information about Zendesk technical architecture see https://support.zendesk.com/hc/en-us/articles/203661906.
Last refresh time can be found in the Query builder:
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