There is a discrepancy between Explore and a third party reporting tool

Issue symptoms

There is a large discrepancy between Explore and a third-party reporting tool that our company uses. 

Resolution steps

Zendesk is not able to troubleshoot third-party reporting tools, so it is important to keep in mind what your Explore report is set up to measure. Sometimes the definition of a metric or attribute might seem obvious, but there can be some nuance to it. For example, Tickets Solved are slightly different than Solved Tickets.

Often times what looks like a discrepancy can actually be explained by the chosen metric or attribute measuring something different than you are intending.

See these resources for more information:

• Metrics and attributes for Zendesk Support
• Metrics and attributes for Zendesk Talk
• Metrics and attributes for Zendesk Chat
• Metrics and attributes for Zendesk Guide