Question

What is the difference between these different Support datasets in Explore? In what situation is it better to use one dataset over the other?

Answer

While the Tickets, Updates history, and Backlogdatasets all enable you to report on ticket data, they approach that reporting from different perspectives.

  • The dataset named Tickets gives you data on current ticket information.
  • The dataset named Updates historygives you access to data about actions taken on tickets throughout their lifetime.
  • The dataset named Backlog provides a snapshot of your ticket data at a specific time in the past.

The dataset named Backlog can be the most confusing of the three because the data is captured so differently. To learn more about this dataset, see the article: Analyzing your ticket backlog history with Explore.

Find another example of how the different datasets work in this article: What is the difference between the solved tickets and tickets solved metrics in Explore?

Powered by Zendesk