Choosing Between Tickets and Updates History Datasets
When should I use the Tickets dataset over the Updates history dataset?
Use the Tickets dataset when you need current ticket information, such as open tickets or ticket priority. It's best for understanding the present state of your support operations.
On the other hand, the Updates history dataset is better suited for analyzing the lifecycle of tickets, including changes and updates made over time. Choose this dataset if you're interested in understanding the workflow and processes involved in ticket resolution.
More related questions
What is the Tickets dataset in Zendesk Explore?
The Tickets dataset provides data on current ticket information. This dataset is ideal for getting a snapshot of the current state of your support tickets, allowing you to analyze metrics like open tickets, ticket priority, and more. It's perfect…
How does the Updates history dataset differ from other datasets?
The Updates history dataset gives you access to data about actions taken on tickets throughout their lifetime. This dataset is useful for tracking changes and updates made to tickets, such as status changes, comments, and assignments. By using the…
What is the Backlog dataset and when should I use it?
The Backlog dataset provides a snapshot of your ticket data at a specific time in the past. This dataset is particularly useful for analyzing historical data and understanding trends over time. If you want to see how your ticket backlog has changed…
Can I use attributes from one dataset in another in Zendesk Explore?
No, you cannot use attributes from one dataset in another within Zendesk Explore. Each dataset has its own set of attributes and metrics, and they are not interchangeable. When creating reports, you need to select the appropriate dataset that…
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