It's been two hours since my data sync updated in Explore. The documentation says it should sync every hour on my plan. Why didn't that happen yet?
Each new data sync to Explore begins one hour after the most recent sync ended. The data sync time is also randomized within the hour. This means that in some cases the data sync could up to more than two hours to complete.
The last updated timestamp listed in the query builder refers to the end of the last data sync. For example, if the timestamp in a query shows that it was last updated 30 minutes ago, this means the data from 2 hours ago was last completed at that time. The data from updates that occurred within the last 30 minutes, will appear in the next data sync.
Is there a way to manually sync or push updated Support data through to Explore?
So based on this information, I should expect my dashboards to sync somewhere between 1-3hrs as opposed to Zendesk's published 1hr refresh rate that Zendesk has published in their documentation.
Is that accurate?
That is correct syncs can take up to around 3 hours to show up in Explore, if you are seeing consistent sync times over 3 hours then I would suggest reaching out to our support team so we can take a look at what is going on.
Does no one see this as a flaw with the software that says near real-time reporting?
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