What is the difference between the Tickets, Updates history, and Backlog datasets?

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 Backlog datasets all allow you to report on ticket data, they approach that reporting from different perspectives.

• The Tickets dataset provides data on current ticket information
• The Updates history dataset provides data about actions taken on tickets throughout their lifetime
• The Backlog dataset provides a snapshot of your ticket data at a specific time in the past. To learn more about this dataset, see Analyzing your ticket backlog history with Explore.

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