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How to solve unexpected issues with reports

Error messages received when building reports, broken behaviors when adding data to the reports, or unexpected results such as data discrepancies.

Why are there discrepancies between an Explore query and a Support view when I filter by days in the past?

Question I am trying to compare tickets in Explore and Support views. I use a date range based on days in the past. ...

Edited Apr 03, 2025

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What happens to custom reports and dashboards when I downgrade my plan?

Question What happens to custom reports and dashboards when I downgrade my plan? Answer If you create custom reports ...

Edited Jan 02, 2025

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Troubleshooting why reports show null or missing values

In this troubleshooting guide, you will find out what to do if values do not show on a chart in Explore. At times, yo...

Edited Nov 05, 2024

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Explore dashboards display inaccurate data when I use bookmarks

Issue symptoms I have added bookmarks in several tabs of a dashboard in Explore. When I move from one tab to the othe...

Edited Nov 18, 2024

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Workflow: Manage dashboards for downgraded or removed users in Explore

When you downgrade or remove users in Zendesk, manage their dashboards first. This guide will help you access the das...

Edited Jan 06, 2025

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Can federated search results appear in the Zendesk Guide dashboard?

Question In my tickets, I added federated search results with the Knowledge side panel. Can those results appear in ...

Edited Sep 06, 2024

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The current month is missing from the Zendesk Support dashboard

Issue symptoms From the Zendesk Support dashboard, I noticed data is missing from this month. I followed this path: O...

Edited Sep 05, 2024

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Why doesn't downloading a report keep the filters applied?

Question In Explore, I use a column chart to display data on a dashboard. I can select multiple attributes to filter ...

Edited Jul 30, 2024

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How can I exclude 0 values from a median aggregator?

Question Can 0 values be filtered when using time metrics and MED (median) as an aggregator? Answer A time metric cou...

Edited Oct 04, 2024

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Why are my bookmarks and links to reports not loading?

Question In Explore, why are my bookmarks and links to reports not loading? Answer Some older bookmarks may still use...

Edited Jun 26, 2024

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Using the "Tickets updated w/comment" metric, why do I not see the number of ticket updates?

Question In Explore, I created a report from the Updates history dataset. I am reporting on tickets updated with comm...

Edited Apr 11, 2025

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Why are chats being updated after they are completed?

Question In Explore, the Time - Chat last updated attribute shows that chats have been updated after they’ve been com...

Edited Apr 11, 2025

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Why do Chat duration metric values change when adding the Engagement duration metric?

Question When I create an Explore report in the Chat: Engagement dataset, why are the resulting values from the Chat ...

Edited Aug 09, 2024

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Can I get data to show for each line in my report rather than just listed once at the top?

Question In my report, some of the fields appear empty. For instance, the values for the Ticket created - Date column...

Edited Apr 11, 2025

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Why does my agent status reporting provide multiple states at the same time for each agent?

Question In Explore, I noticed that my agents show more than one state for the same timestamp. How is that possible? ...

Edited Apr 11, 2025

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Why is the per-channel agent status time different than the unified agent status time?

Question I’ve turned on omnichannel routing and configured custom agent statuses. When I view the Omnichannel: Unifie...

Edited Apr 11, 2025

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Filters don't update reports from my dashboard

Issue symptoms In Explore, the filter widgets don't apply to the reports on my dashboard. I want to see changes in my...

Edited Jan 27, 2025

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Why are the values in my report ignoring commas or treating a comma as a decimal?

Issue symptoms Why are the values in my report ignoring commas or treating a comma as a decimal? Resolution steps Whe...

Edited Jun 08, 2023

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Why are my numeric ticket fields doubling or showing higher values in Explore?

Question Why are my numeric ticket fields doubling or showing higher values than they should in my Explore report? An...

Edited Jul 21, 2023

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I get an "error code 5" when I try to drill in on a report in Explore

Issue symptoms When I use the drill in function on my report, I receive the following error: An error occurred. Conta...

Edited Aug 09, 2024

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I'm missing custom datasets and dashboards in Explore

Issue symptoms I'm missing custom datasets and dashboards in my Explore account. Resolution steps A Suite Professio...

Edited Apr 11, 2025

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Why do I see negative values when I subtract time duration metrics during business hours?

Question Why do I see negative values when I subtract the native Support time duration metrics, like Full resolution ...

Edited Apr 11, 2025

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Why are certain messaging tickets missing from the Messaging tickets dataset in Explore?

Question Why are certain messaging tickets missing from the Messaging tickets dataset in Explore? Answer Tickets will...

Edited Apr 11, 2025

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My custom ticket field attribute is not returning any results in Explore

Issue symptoms I created a custom attribute for a custom ticket field, and the attribute is not returning the expecte...

Edited Apr 11, 2025

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Why is drill-in not working in my Explore report?

Question Why do I sometimes see the error No data available when performing a drill-in in a Explore report? Answer By...

Edited Apr 11, 2025

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Conditional formatting doesn't change the color of the cells

Issue symptoms I created a report in Zendesk Explore using the metric AVG (Unsolved tickets age (days). When I try to...

Edited Apr 11, 2025

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Why do I see blank spaces when reporting on articles?

Question I created a report or dashboard to measure article statistics, but the article title is occasionally blank. ...

Edited Oct 11, 2024

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Why is my "First reply time" higher than "First resolution time" in my Explore report?

Question In my Explore report, I am using the metrics First reply time and First resolution time. The First reply tim...

Edited Apr 11, 2025

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Why don’t the call legs add up to the number of calls in Explore?

Question On the Talk dashboard in Explore, there are various types of call legs: accepted, missed, and declined. H...

Edited Apr 11, 2025

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Why is my report incorrectly reporting on the group that made an update to a ticket?

Question An agent left a comment on a ticket and then reassigned the ticket to a new group. Why is my report incorrec...

Edited Apr 11, 2025

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