Plan requirement
| Subscription | Any plan |
| Access | Agent |
Explore data arrives on a cycle rather than instantly. A ticket solved five minutes ago may not be in a report yet: the report is not wrong, it is showing the data as of the last refresh.
| Plan | Historical reports refresh |
| Suite Team and Growth | Daily, at midnight in your account time zone |
| Suite Professional, Enterprise and Enterprise Plus | One hour after the previous update finished |
| Explore Lite | Daily |
| Explore Professional and Enterprise | Hourly |
| Live dashboards and live data metrics | Near real time, typically 5 to 10 seconds, affected by network speed and ticket volume |
| Real-time monitoring | 20 seconds for KPIs and tables, one minute for charts |
An hourly update starts at a random moment within the hour, and in some cases an update takes two hours or more to finish.
The rule that catches people out
If no report or dashboard is accessed for more than 30 days, the refresh interval switches automatically to weekly. Opening any report or dashboard restores the normal interval.
Read that carefully, because it is easy to read it as a rule about one dashboard. It is not: it counts access to any report or dashboard in the account. A single dashboard nobody has opened since the summer is still refreshing normally, as long as somebody is using Explore for something. The rule bites on quiet accounts, where nobody has opened anything for a month, and then every report is a week behind at once.
Check when it last ran
The last updated timestamp in the query builder tells you when the most recent sync finished. If a query says it was updated 30 minutes ago, the sync ended 30 minutes ago. Look there before concluding that a number is wrong.
Why today is always the problem
A report filtered to today is incomplete by definition: the day is not over and the last refresh was some time ago. Comparing today against a full previous day makes performance look worse than it is, every morning. Report on completed periods instead, so yesterday, last week, last month.
For the current queue use views, and for what is happening this minute use real-time monitoring. Explore is for patterns over time. The older live dashboards do the same job, but they stop displaying data on 25 January 2027, so do not build anything new on them.
Tell the people reading it
Someone who does not know about the cycle will eventually compare a dashboard with a view, find different numbers and conclude the reporting cannot be trusted. One sentence on the dashboard prevents that conversation.
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