Up to date reporting

Answered

7 Comments

  • Pedro Rodrigues
    Community Moderator

    Hi James, would you have a screenshot of your report, please? Any additional info regarding filters/criteria is also useful.

    When you say "it runs twice a day at start and end of the day", do you mean the email scheduling? Because Insights synchronizes every 24 hours (or hourly for Professional and Enterprise Zendesk accounts).

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  • James Freeman

    Hi Pedro,

    Indeed, I have the report running on schedule at 09:00 every morning, and 17:30 in the evening.

    as requested, the what is "tickets" and the "how" is Ticket Status:

     

     

    however, the report generates, and it doesn't seem to be updating properly. even if you take into account the time difference (ideally I want to change this to GMT), it doesnt seem to be syncing correctly.

     

     

    I have also enclosed the side by side reports: showing 8.5 hours separation and the same numbers, same update time

     

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  • Pedro Rodrigues
    Community Moderator

    If your Zendesk plan syncs Insights hourly, then I'd recommend opening a ticket to Zendesk Support.

    If it's updating every 24 hours, maybe this could be happening because of time zones, or some delay between syncing and scheduling.

    I haven't seen this behavior on my Insights account, so maybe you could try scheduling the second email one or two hours later, for example?

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  • James Freeman

    Hi Pedro,

     

    Thanks for your reply. how do I contact the Zendesk Support?

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  • Brett - Community Manager
    Zendesk Community Team

    Hey James,

    I've gone ahead and created a ticket on your behalf so our Customer Advocacy team can dig into this further.

    You'll receive a follow-up email shortly stating your ticket has been created.

    Cheers!

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  • James Freeman

    Thanks Brett, much obliged.

     

    Furthermore if I have these issues, is the diagnostic process coming here first, then having a ticket raised by one of your colleagues on the moderation team? or is there a particular website I visit to raise the request?

     

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  • Brett - Community Manager
    Zendesk Community Team

    Hey James,

    You're more than welcome to post it here first as it's possible that one of our community members have run into a similar issue and found a fix. If that's not the case, we're happy to generate a ticket on your behalf instead of creating duplicate steps for you :)

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