Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
Explore data arrives on a cycle, not instantly. That single fact explains most reporting confusion.
What this means
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.
How often that happens depends on your plan, and it is visible on the dashboard itself.
Check the timestamp
Dashboards show when the data was last updated. Before concluding a number is wrong, look at that. It answers the question a surprising share of the time.
Why "today" is the problem
A report filtered to today is always incomplete: 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 single morning.
Report on completed periods. Yesterday, last week, last month.
Where to look for now
Views, for the current queue. Real-time dashboards, for what is happening this minute. Explore is for patterns over time, and those two are for the present.
Tell the people reading it
A manager who does not know about the refresh 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.
Scheduled emails follow the same rule
A dashboard emailed at eight in the morning contains data from the last refresh before that, not from eight o'clock.
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