How frequently does my Zendesk data sync to Explore?

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11 Comments

  • Hillary Latham
    Community Moderator

    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?

    2
  • Eugene Orman
    Zendesk Product Manager

    @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.

    1
  • Nathan Rodrigues

    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. 

    2
  • Eugene Orman
    Zendesk Product Manager

    @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

     

    0
  • Graeme Carmichael
    Community Moderator

    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.

    4
  • Graeme Carmichael
    Community Moderator

    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. 

    0
  • Eugene Orman
    Zendesk Product Manager

    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:

    1
  • Charlie Eriksson

    Is there a plan to improve how often the sync occurs?
    For example, we are using Geckoboard to be able to create dashboards with live statistics for phone and chat since the built in ones leaves a lot to wish for..

    So either
    - is there any plans to build something with live dashboards directly in zendesk
    or
    - is there a plan to start syncing the data more frequently to be able to use it for live statistics?

    0
  • Hillary Latham
    Community Moderator

    Charlie Eriksson, they did recently announce the launch of some near real-time dashboards for those on the enterprise plan.  https://support.zendesk.com/hc/en-us/articles/360052761954-Live-data-widgets-for-Explore-Enterprise-dashboards

    1
  • Jiri Kanicky

    Anyone who wants proper reporting, dashboards, blackboards, etc. go with EazyBI. EazyBI is much better platform. You will save a lot of time creating reports and dashboards, you will get proper drill-through functionality, you will get PDF by emails at any time you like, you will get 10 minute data update with EazyBI Private, etc. In general EazyBI is more intuitive platform. You can test it for free.

    0
  • Charlie Eriksson

    Hillary Latham Thank you!
    It's definitely a step up, but since not all values are "live", we still can switch from for example Geckoboard and only use Zendesk for now.

    Hopefully this is something that will be developed in the near future! :)

    0

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