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. The one most reports use. |
| Ticket updates | Every change to a ticket. For status history and who did what when. |
| Satisfaction | Ratings and the comments left with them. |
| SLAs | Targets, achievement and breaches. |
| Messaging | Live conversations, response times, participants. |
| Talk | Calls, wait times, abandonment. |
| Guide | Article views, searches, votes. |
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.
Backlog needs updates
Anything about how something changed over time, rather than how it is now, lives in the updates dataset. That includes status changes, reassignments and field history.
Satisfaction is separate
Ratings sit in their own dataset, so a report combining satisfaction with detailed ticket attributes runs into the boundary. Two reports, side by side, is usually the answer.
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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