Why don't the numbers on Home and Reports match?
Home, Overview and Reports all use the same definitions (see How IntelliDesk calculates your report numbers). When two screens show different numbers for what looks like the same thing, it's almost always one of four reasons: which desks are counted, which window of time, whether it's a right now figure or a period figure, or whose tickets.
1. Which desks are counted
| Screen | Desks included |
|---|---|
| Home tiles and team workload | Every desk in the workspace that isn't switched to Hide from dashboards & counters, whether or not you're a member of it. |
| Overview and Reports | For organization admins, every desk in the workspace (Whole workspace). For everyone else, only desks you're a member of (All my desks). Hidden desks are left out either way, unless you pick one in the Help desk filter. |
| Inbox | Desks you're a member of (and your desk filter). |
So if you're not an admin and not a member of every desk, Unresolved on Home can be higher than Unresolved on Overview or the Backlog report. Two colleagues on different desks will also see different Reports numbers for the same range.
Streaks and your Median 1st response (30 days) on Home count every desk not hidden from dashboards, whatever the Reports desk filter is set to.
2. Which window of time
| Figure | Window |
|---|---|
| Home: Resolved (7 days) | Today and the six days before it: exactly the bars in the chart above it. |
| Home: Median 1st response (30 days) | Today and the 29 days before it. |
| Home: Resolved this month | The current calendar month so far. |
| Overview | The last 30 days (today and the 29 before), compared with the 30 days before that. |
| Reports | The date range you pick (the last 30 days if you haven't picked one). |
| Monthly summary | One calendar month. |
| Weekly email | Last week, Monday to Sunday. |
Days are counted in your workspace's time zone. The Reports date picker uses your own computer's calendar to choose the dates, so if you're in a different time zone from the workspace, the edges of a range can shift by a few hours.
3. "Right now" versus "in the period"
Some figures are a snapshot of this moment; others count what happened during a range.
- Right now: Unresolved, Open, Pending, On Hold, Unassigned, SLA breached now, Workload distribution and the backlog aging charts. Changing the date range doesn't change these (only their comparison).
- In the period: Tickets created, Resolved, median times, SLA %, CSAT and everything else with a "vs previous period" change.
For example, SLA breached now (Home and Overview) counts unresolved tickets that have missed a target at this moment. Breaches on the SLA report counts tickets created in your range that missed any target, including ones that have since been closed. They answer different questions, so they rarely match.
4. Whose tickets
- Home's Your Performance card is about you: tickets currently assigned to you that were closed. If a colleague closed a ticket that's assigned to you, it counts for you; if a ticket you closed was later reassigned, it moves to the new owner.
- The Agents report credits resolved tickets, first response, SLA and CSAT to the ticket's current assignee in the same way. Replies and reply time go to whoever wrote the reply.
- Home's Team Workload counts each teammate's tickets in the Open status only. The Workload distribution chart on the Agents report and Overview counts every unresolved ticket (Open, Customer responded, Pending and On Hold). So the Agents report usually shows higher numbers per person.
Other common causes
- Resolved is counted by close date, not creation date. A ticket created in August and closed in September is resolved in September. So the Resolved figure for a period can be higher than Tickets created.
- A reopened ticket leaves Resolved. If a customer replies to a closed ticket and it reopens, it drops out of the resolved count until it's closed again. Past periods can therefore go down slightly.
- Merged and trashed tickets, and AI-only chats, aren't counted. The inbox's All tab may still show closed merged tickets, which reports leave out.
- SLA targets still running don't count. A ticket whose target isn't due yet isn't in the SLA %, so the percentage can change as targets are decided.
- The Monthly summary counts SLA and satisfaction slightly differently. It counts SLA on tickets received in the month and satisfaction on ratings given in the month. The SLA and CSAT reports count targets decided, and surveys sent, in the range.
- Inbox counts vs report counts. The inbox's Status pill counts and the sidebar desk counts follow the desks you're on and include every ticket in each status. They're a live count, not a report.
Quick checks
- Are both screens looking at the same desks? Set the Reports Help desk filter and compare desk by desk.
- Are they covering the same dates? Home's tiles are fixed windows; Reports follow your picker.
- Is one a right now figure and the other a period figure?
- Is a desk switched to Hide from dashboards & counters? It's left out of Home, Overview and the all-desks view in Reports.
If the numbers still don't add up after these checks, contact support with the two screens, the date range and the desk you're looking at.