Why do Explore vote metrics differ from article votes?

Question

Why do Zendesk Explore metrics from the Knowledge base dataset, for example, Article upvotes, show different numbers than the vote count shown on the article?

Answer

Explore metrics count each event when a user casts an upvote or a downvote. A user can remove a vote or change a previous vote. The dataset does not capture removed votes. So Explore vote metrics might not match the current vote count on articles.

The table shows examples of vote scenarios and the matching vote events:

Voting scenario | Upvotes | Downvotes | Total votes
Upvote: 1 of 1 user found it useful | 1 | 0 | 1
Downvote: 0 of 1 user found it useful | 0 | 1 | 1
Remove vote: 0 of 0 user found it useful | 1 | 1 | 2

Note: If an article has multiple translations, all votes apply to every version. This is because votes are tied to the Article ID rather than to specific translations. As a result, Explore shows one combined vote result for all translations of the same article.

For more information, see:

Analyzing your knowledge base activity with Explore

Metrics and attributes for Zendesk Guide