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 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 history
gives 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?