Explore advice and troubleshooting
Reporting and analytics admin questions
- Why does overall sum remain consistent, even when sorting by the top or bottom attribute?
- Why don’t I see the Live data (including Messaging) dashboard in Explore?
- Why do Explore vote metrics differ from article votes?
- Why do I see a difference between the data I get through APIs and the results from my Explore reports and dashboards?
- Can I migrate reporting data from one Zendesk instance to another?
Metrics, attributes, and filters
- Can I add inverted commas, parentheses, or brackets in the name of my calculated metrics or attributes?
- How is the Handle time metric calculated in the Messaging tickets dataset?
- Can my report show an average of tickets solved during business days?
- What's the difference between Ticket group and Update ticket group in Explore?
- Are merged tickets counted as one or two tickets in the total ticket volume?
How to build dashboards
- Why did my scheduled dashboard delivery time out?
- Is there a way to restrict the view of Explore dashboards to groups or specific users?
- How do I access a dashboard from a suspended agent?
- Explore error: "Network error" when selecting a dashboard data filter
- Why is drill in function not saving on my dashboard?
How to create and update reports
- How do merged tickets affect one-touch ticket reporting?
- Can I measure how long a ticket sat with its last group before being solved?
- How do I pull a report of the last 30 days of tickets?
- How can I exclude system updates from my results in Explore?
- How can I create a clickable link to a ticket in Explore?
How to solve unexpected issues with reports
- Why is the per-channel agent status time different than the unified agent status time?
- The data filter isn't updating the reports on my dashboard
- Why are the values in my report ignoring commas or treating a comma as a decimal?
- Why are my numeric ticket fields doubling or showing higher values in Explore?
- I get an "error code 5" when I try to drill in on a report in Explore