Question
Why did my data change for dates in the past?
Each time I look at a report for a time period in the past, the data changes. For example, for the period of last month, the report showed a first reply time of 10 hours. A week later, the same report showed a first reply time of 9.7 hours. Why is this?
Answer
There are many reasons why past data may change over time:
- This is particularly true if the data is sorted by the date a ticket is solved. When an older ticket finally gets solved, replied to, or given a satisfaction rating, that data will show up on past dates in the report.
- Data can also change when a solved ticket is re-opened. This impacts the number of solved tickets or full resolution time. For example, if a ticket is reopened and resolved during the time you last saw the report, the report will reflect the new time for solving that ticket.
- Additionally, on a ticket, the first reply time target of SLAs does not start until the ticket gets a first public comment from an end user. Your first reply time average can change for this reason. For more information, see this article: Zendesk SLAs and first reply time