Not good result
I'm not terribly familiar with this app, however I suspect that the app is doing some brute query to pull a bunch of data from the API and then filtering them out on the front end based on criteria that is in the selectors. I've seen a couple of other apps do that, where they report some high number of results but only shows 3 things in the list.
What is the difference between the two screenshots you're showing above? Different projects? If I remember correctly, that can be explicitly defined in the config settings of the app.
Thanks for your response David. The two screenshots are from the same project. The only difference is the good screenshot is filtered for a different value in one of our custom fields.