Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
What each dataset covers, so you can pick the right one before you start building rather than afterwards.
The main ones
| Support - Tickets | Volume, times, statuses, agents, groups, as they are now. The one most reports use. |
| Support - Updates history | Every action taken on a ticket over its life. For status history and who did what when. |
| Support - Backlog history | A snapshot of your tickets as they stood at a point in the past. |
| Support - SLAs | Targets, achievement and breaches. |
| Messaging | Live conversations, response times, participants. |
| Talk - Calls | Calls, wait times, abandonment. |
| Knowledge - Knowledge Base | Article views and votes. |
| Guide - Search | What people typed into your help centre search, and whether they clicked anything. |
Tickets against ticket updates
The distinction that causes the most trouble. The ticket dataset holds the current state; ticket updates holds the history.
"How many tickets are open" is the first. "How long did tickets sit in pending" is the second, and it cannot be answered from the first.
Three ways to ask about tickets, not two
Backlog has its own dataset rather than being something you build from updates, and picking between the three is the decision that makes a report possible or impossible.
- How is it now? Support - Tickets.
- What happened to it? Support - Updates history, which is where status changes, reassignments and field history live.
- How did it look last March? Support - Backlog history, and only that one. Neither of the others can reconstruct a past snapshot.
Satisfaction is not a dataset
It used to be treated as one, and people still look for it. Ratings are metrics and attributes inside the Support datasets: Good satisfaction tickets, Bad satisfaction tickets, Ticket satisfaction rating and so on. So satisfaction combines with ticket attributes in a single report, and you do not need two side by side.
There are more than these
Zendesk lists them by product area, and the list above is the working set rather than the whole. Three more groups exist, and people look in the wrong place for them.
- Group SLAs is its own dataset, apart from SLAs. Internal targets between departments are reported from that one.
- Self-service has several beyond Search: Community, User session, Page efficiency and Quick answers.
- AI has its own family: Intelligent triage, Copilot suggestions, Copilot auto assist and AI agents - Essential.
Availability follows your plan
Some datasets only exist if you have the product: Talk data needs Talk, messaging data needs messaging. An absent dataset is usually an absent product rather than a permission problem.
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