Why do I see discrepancies between Insights and Explore?

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8 Comments

  • Abby
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    Are there any other common reasons why there might be discrepancies other than the above suggestions?

    E.g. I'm looking at satisfaction scores (%) and there seems to be a small % discrepancy between the two reporting, even though the Metrics and the Attributes that are being used for each reports are the same (simply the % satisfaction score, with the month ticket was created).

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  • Patrick Bosmans
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    Hey Abby,

    As Hannah mentioned, because of sync times and timezones affecting the data, depending on when exactly you are viewing your reports, different tickets will be referenced, offering different results.

    I might suggest drilling through some of the data returned to see if you notice some tickets referenced in some reports and not others.

    If you find that the tickets are matching as far as same number with same csats, I might suggest sending in a request to support@zendesk.com so that one of our agents can take a look at your account directly and we would be happy help troubleshoot further!

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  • Judd Higgins
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    What I am noticing is that CSAT metrics in Explore count previous ratings if a ticket was rated prior to being replied to.

    For instance, a ticket has an existing CSAT rating from 2 weeks ago, the ticket is replied to, worked on again and Solved again last week.  The Explore metric for CSAT, filtering for last week, will count the CSAT rating from 2 weeks ago when filtering by "Solved Date, Last week" even though the actual CSAT rating was given 2 weeks ago.

    Insights doesn't seem to have this issue.

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  • Gentry Geissler
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    Hi Judd!

    We dug into this a little bit and according to the Explore metric reference and the Insights metric reference, events don't matter to CSAT. So, if a ticket is in a solved state and has a CSAT, should show up. What's more the ticket can't have more than one solved date, so that is updated when a ticket is re-solved.

    You may want to look at the filters being used for your reports and make sure the two match. If you want us to dig into it further I would encourage you to contact support@zendesk.com with some exact report examples for us to take a look at. 

    Hope that helps!

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  • Craig Bailey
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    We found a big discrepancy between Insight and Explore while moving a few of our "reports" over. In Insight, we had direct access to Organization (and User) fields. With Explore, these are only queried if they are tied to actual ticket data. So, it's not possible to do direct reporting on Organization fields such as our custom "Program Expiration" DATE field.  Certain Organizations have not yet had tickets associated with them (and we have good reasons for this situation.) When reporting on soon to be past due dates, Explore queries miss Organizations which are present on Insight reports.

    Will future Organization field reporting be available? This gap is a step backwards. Management is not pleased finding new gaps in our past comprehensive and accurate reports.

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  • Bill Cicchetti
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    I found an  issue regarding counts of created and solved tickets in Explore vs Insights.  Please note that this  may be data specific and not an issue with everyone

    For some reason (that Support is still looking into) some tickets show a count of 1 in Insights (and thus part of the total count of tickets) while in Explore it shows a count of 0.  We have months where the count differences are 14 or more tickets between the two reporting tools.

    Here is a screenshot of using the Count(tickets created) for a particular month. You can see for some the "count" is 0 so it you didn't list these by ticket ID the total count displayed would be different from what you see in Insights.

    Just something to keep an eye out for.

     

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  • Brett - Community Manager
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    Hey Bill,

    I see you have a ticket open with our Customer Advocacy team related to this issue. We will continue working with you there to determine whether or not this is a bug.

    Thanks for taking the time to share this with us!

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  • Bill Cicchetti
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    Hi Brett,

     

    I got word it was indeed a bug and has been escalated within the last week or so.

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