Why does the data in my report change over time?

<h2 id="h_01KXDPNB5FT5PZ8MPY309CWE66">Question</h2><p>Why did my data change for dates in the past?</p><p>Each time I look at a report for a time period in the past, the data changes. For example, for the period of last month, the report showed a <a href="https://support.zendesk.com/hc/en-us/articles/4408821871642-Understanding-ticket-reply-time#topic_jvw_nqd_1hb" target="_blank" rel="noopener noreferrer">first reply time</a> of 10 hours. A week later, the same report showed a first reply time of 9.7 hours. Why is this?</p><h2 id="h_01KXDPNB5FY00KW5NSWQRBW7DN">Answer</h2><p>There are many reasons why past data may change over time:</p><ul>
<li data-list-item-id="e0766837e19e223f1bd7d03d7028789f6">If the data is sorted by the date refers to a solved ticket. When an older ticket finally gets solved, replied to, or given a satisfaction rating, that data will show up on past dates in the report. In addition, if you use the <a href="https://support.zendesk.com/hc/en-us/articles/4408830636314-What-is-the-difference-between-the-solved-tickets-and-tickets-solved-metrics" target="_blank" rel="noopener noreferrer"><strong>Solved tickets</strong></a> metric, as soon as one of those tickets switches back to pending or open, the ticket will no longer show in the report.</li>
<li data-list-item-id="eccce464c38e12c8c43a6c201f6775198">Data can also change when a solved ticket is re-opened. This impacts the number of solved tickets or full resolution time. For example, if a ticket is reopened and resolved during the time you last saw the report, the report will reflect the new time for solving that ticket.</li>
<li data-list-item-id="e68b6a90011c01ae5b127f850d98eac50">
<p>Additionally, on a ticket, the first reply time target of SLAs does not start until the ticket gets a first public comment from an end user. Your first reply time average can change for this reason. For more information, see this article: <a href="https://support.zendesk.com/hc/en-us/articles/4408821871642-Understanding-ticket-reply-time#topic_hxr_pqd_1hb" target="_blank" rel="noopener noreferrer">Zendesk SLAs and first reply time</a>.</p>
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<h2 id="h_01KXDQ77FKHT5XWEGM1QMZBSR3">Why does past data change over time in Explore reports? Why did my analytics or reporting metrics change for past dates? Why does data for last month change in my report?</h2>
<p>Past data changes over time when you sort the report by the date that refers to a solved ticket, or when an older ticket receives a solution, a reply, or a CSAT or customer rating. Data also changes when a ticket switches from a solved state back to a pending or open ticket status, or when an agent reopens and resolves a ticket during the time you last saw the report. Additionally, the first reply time target of an SLA or deadline does not start until the ticket receives a first public comment from an end user or customer, which changes your first reply time average.</p>
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