Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
A report says one thing and a view says another. Five causes, and all five are the report being right about a different question.
Symptoms
- A dashboard count differs from a view count.
- Two reports on the same subject disagree.
- A number changed without anybody changing the report.
One: the refresh cycle
The view is current; the report is as of the last refresh. Check the timestamp on the dashboard before anything else, because this explains a large share of these.
Two: the time zone
Explore reports in the account's time zone, and a person reading it may be in another. Around midnight, "yesterday" means different things, and month boundaries shift a day's worth of tickets.
Three: business hours against calendar hours
A first reply time of four hours in calendar terms is one hour in business terms. Both are correct, and a dashboard mixing them cannot be reconciled by anybody.
Four: the filters are not the same
A view showing "open tickets" usually excludes some group, brand or form without saying so prominently. Read the view's conditions and the report's filters side by side; they are rarely identical.
Five: counting events, not tickets
A ticket solved, reopened and solved again is one ticket and two solves. Reports counting solves legitimately exceed the number of tickets, and this surprises people every time.
How to settle it
Take one specific ticket that you believe should be counted, and check whether it appears in each. Arguing about totals goes nowhere; a single ticket exposes the difference immediately.
Then write the definition down
Once you know which is right for the question, put the definition on the dashboard. This argument recurs otherwise, with the same two people.
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