Issue(s)

A Realtime card, report, or drill-in is empty, stale, or differs from an expected Zendesk record.

Environment

  • You can open the affected Realtime page and know a specific record or time to compare.

Cause(s)

  • A Brand, Group, channel, date, or report-specific filter may exclude the record.
  • The Zendesk connection or sync may be incomplete.
  • The data source for that metric may update later than another Realtime view.

Diagnostic

  1. Clear or widen the relevant page and report filters, then check whether the record appears.
  2. Check the page or card freshness information, including the info icon where shown, and refresh the view if available.
  3. Ask an administrator to check the Zendesk connection and Last synced state.
  4. Compare the same record and time window in Zendesk; if the mismatch remains, contact support with the page, filter scope, time, and example record.
Note: Check the scope

An empty filtered view does not prove the source has no data.