# Data discrepancies between Zendesk Explore and Geckoboard Learn why you might be seeing different numbers in Zendesk Explore than on your Geckoboard widgets. August 23, 2023 ## Table of contents 1. [Time period attribute filters](https://support.geckoboard.com/en/articles/6055616-data-discrepancies-between-zendesk-explore-and-geckoboard#h_01EK2FWJE3BG4XMYF89S7TD4PN) 2. [Sync times](https://support.geckoboard.com/en/articles/6055616-data-discrepancies-between-zendesk-explore-and-geckoboard#sync) 3. [Date ranges used](https://support.geckoboard.com/en/articles/6055616-data-discrepancies-between-zendesk-explore-and-geckoboard#h_01EK2FW6QC92VBARA6PZJ1G546) 4. [Mismatched start of the week for reports and filters](https://support.geckoboard.com/en/articles/6055616-data-discrepancies-between-zendesk-explore-and-geckoboard#h_7629e18675) 5. [Field value changes reporting](https://support.geckoboard.com/en/articles/6055616-data-discrepancies-between-zendesk-explore-and-geckoboard#h_01EK2FWCJQ7H6V7927099CGTVQ) 6. [SLA policies](https://support.geckoboard.com/en/articles/6055616-data-discrepancies-between-zendesk-explore-and-geckoboard#h_01EK2FWJE3BG4XMYF89S7TD4PN) If you're comparing the data on Geckoboard against a report in **Zendesk Explore** and it doesn't match up, first of all, **make sure your [dashboard's timezone](https://support.geckoboard.com/en/articles/6055780-set-the-location-and-timezone-on-a-dashboard) is set to your Zendesk's profile time zone**. Explore uses user profile time zone and Geckoboard uses the dashboard's time zone. Because of this, you may see different results in reports that use dates. Other common reasons for discrepancies are: - [Time period attribute filters](https://support.geckoboard.com/en/articles/6055616-data-discrepancies-between-zendesk-explore-and-geckoboard#h_01EK2FWJE3BG4XMYF89S7TD4PN) - [Sync times](https://support.geckoboard.com/en/articles/6055616-data-discrepancies-between-zendesk-explore-and-geckoboard#sync) - [Date ranges used](https://support.geckoboard.com/en/articles/6055616-data-discrepancies-between-zendesk-explore-and-geckoboard#h_01EK2FW6QC92VBARA6PZJ1G546) - [Mismatched start of the week for reports and filters](https://support.geckoboard.com/en/articles/6055616-data-discrepancies-between-zendesk-explore-and-geckoboard#h_7629e18675) - [Field value changes reporting](https://support.geckoboard.com/en/articles/6055616-data-discrepancies-between-zendesk-explore-and-geckoboard#h_01EK2FWCJQ7H6V7927099CGTVQ) - [SLA policies](https://support.geckoboard.com/en/articles/6055616-data-discrepancies-between-zendesk-explore-and-geckoboard#h_01EK2FWJE3BG4XMYF89S7TD4PN) ## Time period attribute filters Some metrics in Zendesk Explore allow you to pick specific time period attributes. For example, for **First Reply Time (FRT)** in Explore you can choose to have the metric filtered on _Ticket updated_at date_, _Ticket solved_at date_, etc. In Geckoboard, time period filters are predefined for each metric. For **First Reply Time**, we use _Ticket created_at date._ We do this because the question the **FRT** metric commonly answers is _“How long does it typically take for an agent to respond to a ticket after it’s first created?”_ and filtering on _Ticket solved_at date_, or any other time attribute, would not answer that. Here's a list of the time predefined attributes we use: - **All tickets, New tickets, Open tickets, Pending tickets, On-hold tickets, Unsolved tickets, Unassigned tickets**: no time attribute, all-time but limited by the bounds of the import - **Created tickets:** _Ticket created_at_ - **Solved tickets:** _Ticket solved_at_ - **First resolution time:** _Ticket solved_at_ - **Full resolution time:** _Ticket solved_at_ - **First reply time:** _Ticket created_at_ - **On hold time:** _Ticket updated_at_ - **Agent waiting time:** _Ticket updated at_ - **Requester waiting time:** _Ticket updated_at_ - **Satisfaction rating:** _Rating created_at_ ## Sync times Unlike Geckoboard, Explore isn't a real-time reporting platform. In Explore, data syncs hourly for Professional plans and every 24 hours for Lite plans. Explore's new Enterprise plan has a [Live dashboard](https://support.zendesk.com/hc/en-us/articles/360034193233) that's closer to Geckoboard as its data syncs faster than every hour and all other dashboard's data sync hourly. Geckoboard, on the other hand, syncs data every 10 minutes. ## Date ranges used Equivalent Explore and Geckoboard queries and metrics might be filtered by slightly different time ranges. For example, the default _"Ticket created - Last 7 days"_ Zendesk Explore metric looks at the last seven days starting from yesterday. This ensures that it always returns data for seven full days. In Geckoboard, a similar metric looks at the seven days starting from today to ensure the data on your dashboard is up-to-the-minute fresh. ## Mismatched start of the week for reports and filters In Zendesk, you can [decide which day of the week should be considered the start of the week](https://support.zendesk.com/hc/en-us/articles/4418307079322-Setting-the-start-of-the-week-for-reports-and-filters), which affects the reports and filters the user builds in Explore. In Geckoboard the week starts on **Monday**, and this is currently **not configurable**. By default, the **Language** field in your user profile in Zendesk Support determines which day is considered the start of the week. For example, if your locale is English (United States), then the start of the week in reports and filters is Sunday. If the your locale is English (United Kingdom), then the start of the week is Monday. [Learn how to change your start of the week in Zendesk](https://support.zendesk.com/hc/en-us/articles/4418307079322-Setting-the-start-of-the-week-for-reports-and-filters#topic_fcw_nym_htb). ## Field value changes reporting Each ticket update consists of multiple field changes which are submitted by agents or automated by the system. Zendesk Explore records only one field change per update per field, but Geckoboard records all changes of the field. For example, a ticket status was changed from _Pending_ to _Solved_ by the agent and during the same update, a trigger changed the status to _Open_. In Geckoboard this ticket is considered as reopened because one of the status changes was _Solved_ to _Open_. However, in Explore this ticket will not be counted towards the Tickets reopened metric as it considers the _Solved_ status an intermediary change corrected by the trigger. ## SLA policies Geckoboard calculates SLA metrics using **fulfil events** on the [ticket metrics endpoint](https://developer.zendesk.com/rest_api/docs/support/ticket_metric_events) this differs from how Explorer calculates SLA metrics. We are currently working on matching our formula to Explore's.