What is the difference between these different Support datasets in Explore? In what situation is it better to use one dataset over the other?
While the Tickets, Updates history, and Backlog datasets all enable you to report on ticket data, they approach that reporting from different perspectives.
- The Tickets dataset gives you data on current ticket information.
- The Updates history dataset gives you access to 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.
The Backlog dataset 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?